Technical Support Agent - Bilingual (Job ID: MCGRA1116)

Technical Support Agent – Bilingual(Job ID: MCGRAW1116)Aviso Edge, Inc. |

About UsAviso Edge, Inc. is a business process outsourcing firm dedicated to helping organizations adapt, optimize, and grow especially when additional workforce capacity is needed. We partner with businesses to solve operational challenges, develop high-performing teams, and implement practical solutions that improve efficiency, enhance customer experiences, and support long-term success.

Our VibeWe’re a team of communicators who thrive in high tech environments and know how to turn customer conversations into lasting relationships. We’re energized by solving problems and delivering exceptional experiences.

The Technical Support Agent will….

• Be the Human Behind the Tech. Deliver a standout customer experience as a first point of contact for users via phone, email, and live chat in both English and Spanish. Bring confidence, personality, and product know-how to every interaction.

• Make the Digital Experience Seamless. Help users navigate registration, logins, account setup, course access, product activation, and other platform features with clarity and ease.

• Think Like a Tech Detective. Investigate technical glitches, account challenges, and platform questions. Connect the dots, dig into available resources, and find smart solutions tailored to each user’s needs and technical comfort level.

• Navigate the Digital Ecosystem. Move confidently between support platforms, CRM tools, knowledge bases, FAQs, and product documentation to uncover answers and resolve issues efficiently.

• Own It. Solve It. Follow Through. Take responsibility for customer concerns from start to finish. Keep users informed, set clear expectations, and move with purpose to deliver timely resolutions.

• Turn Complex into Clickable. Break down technical concepts into simple, actionable steps. Guide users through product features and digital workflows in English and Spanish, making every interaction feel intuitive and effortless.

• Document Like a Pro. Keep CRM ticket organized, accurate, and actionable. Capture key details, troubleshooting steps, outcomes, and follow-up needs so every interaction creates a clear path forward.

• Protect the Platform and Its Users. Follow established workflows, quality standards, and compliance requirements while handling confidential information with discretion and care.

What Makes You Stand Out

• Bilingual Communication That Connects. You have a strong command of both English and Spanish, written and spoken. You communicate with confidence, understand nuance, and know how to make people feel informed, understood, and supported in either language.

• Digital Fluency Is Your Superpower. You’re comfortable with technology, quick to learn new platforms, and confident navigating multiple applications and systems without missing a beat.

• A Natural Problem-Solver. You’re curious, resourceful, and analytical. You enjoy researching answers, troubleshooting issues, and figuring out how things work rather than settling for the first available solution.

• Process-Smart and Detail-Driven. You understand the importance of following established workflows, protecting sensitive information, and maintaining accurate records. You balance efficiency with precision.

• People Skills Meet Tech Skills. You’re patient, approachable, and empathetic. You can explain technical information in a way that feels clear, conversational, and easy to act on—without overwhelming the person on the other side.

• Cool Under Pressure. You stay composed, prioritize effectively, and adapt quickly when things get busy. You bring focus and a solutions-first mindset to a fast-moving environment.

• Communication with Intention. You know how to listen closely, ask thoughtful questions, provide clear updates, and guide conversations toward meaningful outcomes.

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