Customer Service & Technical Support Agent – Telecommunications (Bilingual)

About the role

Join Fusion CX as a bilingual Customer Service & Technical Support Agent, assisting residential and business customers in El Salvador with internet, television, and phone services. The role blends billing assistance, account management, service activations, and basic technical troubleshooting.

Key responsibilities

• Handle billing inquiries, adjustments, payments and explain statements.
• Process service activations, plan changes and service modifications.
• Manage customer accounts, update data and handle requests for new or modified services.
• Troubleshoot basic connectivity issues for internet, TV and phone, including modem, router, signal and equipment problems.
• Document interactions accurately and meet quality, AHT and FCR targets.

Required profile

• Advanced English proficiency (B2) spoken and written.
• At least 18 years old with a valid DUI and completed high‑school diploma.
• Minimum 6 months contact‑center experience, preferably in telecommunications.
• Willingness to work rotating shifts, including weekends and holidays.
• Full attendance for initial training.

Required skills

• Basic home networking knowledge (modems, routers, Wi‑Fi).
• Ability to navigate the web and work across multiple windows and systems.
• Proficiency with email and Office or Google productivity tools.