Customer Service Agent - Broadband Support (PBB)

About the role

Focus Services is hiring a Customer Service Agent for its San Salvador team, supporting PBB, a U.S.-based provider of high-speed fiber and broadband internet. The agent handles inbound calls about connectivity issues, billing and service upgrades, with a focus on resolving the issue on the first call. No advanced networking expertise is needed on day one, as training covers the client's systems and troubleshooting flows.

Key responsibilities

• Handle inbound calls on connectivity issues, billing, service changes and upgrades using the client's support platform.
• Guide customers through troubleshooting and diagnostics such as modem/router resets, signal checks and outage verification, using clear, jargon-free steps.
• Resolve issues on the first call whenever possible and de-escalate complaints calmly.
• Support retention by addressing frustrations proactively and present upgrade options that fit the customer's needs.
• Navigate multiple systems at once (account records, diagnostic tools, outage maps) accurately.
• Escalate confirmed outages, complex faults and unresolved billing disputes to tier-2 or field service teams with complete documentation.
• Meet performance targets for FCR, AHT, QA score and CSAT, and stay current on plans, pricing, promotions and network updates.
• Maintain full attendance and punctuality, and complete a background screening before starting.

Required profile

• 1+ year of call center and customer service experience; inbound call handling is a strong advantage.
• Technical support or helpdesk experience is preferred, especially in internet, telecom, cable or connected services.
• Customer retention experience is preferred, with comfort in save conversations and de-escalation.
• Strong verbal English (CEFR B2 minimum, B2-C1 preferred).
• Shift-based availability, including evenings, weekends and holidays.
• No outbound or sales experience required.

What we offer

• Competitive base compensation with performance-based incentives tied to quality and resolution metrics.
• Structured onboarding with full training on broadband technology, troubleshooting flows and the client's systems.
• Ongoing coaching, QA feedback and a 90-day performance ramp.
• A supportive team environment with recognition and development for strong performers.
• Hands-on technical experience with a growing U.S. broadband provider and a growth path within Focus Services as the program scales.