REQUIREMENTS

• Excellent reading and communication skills in Spanish (verbal and written), English is preferred.
• Strong interpersonal skills, including active listening and empathy.
• Ability to accept constructive criticism/guidance and adapt accordingly.
• Basic technical aptitude and willingness to learn common troubleshooting techniques.
• Familiarity with navigating different operating systems and web browsers (Windows, Mac, Chrome, Firefox, etc.).
• Comfort navigating databases, help desk ticketing systems, and CRM platforms.
• Computer proficiency - keyboard, mouse, copy-and-paste, typing and navigating between multiple windows.
• Solid organizational skills.
• Good analytical and statistical skills.
• Having a flexible schedule.
• Minimal experience is required (we will train), but call-center or customer-service experience is preferred.

PREFERRED QUALIFICATIONS (IF ANY)

• Experience in a call center environment.
• Technical support experience.

WHO WE ARE

SGF Global is an integrated talent solutions provider, offering staffing, recruitment, Employer of Record (EOR), nearshore, and consulting services across a wide range of industries in 35 countries. We’re a dynamic, people-first organization where fresh ideas are always welcome. Our culture is built on collaboration, innovation, and a genuine passion for helping people grow. At SGF Global, smiles are part of the dress code, and every voice matters.

Are you looking to join an organization where your ideas are valued, your growth is supported, and your work makes a global impact? We’re always looking for talented individuals who are ready to make a difference.

• Explore opportunities
• Grow your career
• Be part of something global
• Your future starts here.

Job Types: Contract, Temporary
Pay: $15.00 per hour
Expected hours: 40 per week
Work Location: In perso

ABOUT THE ROLE

We are looking for a motivated and detail-oriented candidate with tier-1 tech support experience to join our team in the customer service sector. In this role, you will contribute to providing orientation to our customers about our tests, programs, services, and basic technical support needs.

RESPONSIBILITIES

• Handle incoming calls and service tickets based on pre-approved scripts/guide.
• Provide level 1 technical support for common issues such as login problems, password resets, browser troubleshooting, and system access.
• Walk customers through basic troubleshooting steps using clear, scripted guidance.
• Escalate unresolved technical issues to higher-level support teams per standard procedures.
• Document customer orientation and technical support interactions into the designated database.
• Participate in bi-weekly agents debriefing meetings and make suggestions for scripts/guide improvements.
• Achieve performance and quality goals on a consistent basis (Call handling metrics).
• Determine and transfer escalated issues to the designated Call Center Primary contact.