Technical Support Analyst Bilingual Call Center

Join a fast-paced technology support team where every call matters.
We are looking for a Technical Support Analyst I with strong customer service skills, excellent English communication, and the ability to solve technical issues in a high-volume Call Center / Service Desk environment.
This role is ideal for someone who can stay sharp under pressure, communicate clearly over the phone, document every case accurately, and deliver effective technology solutions to internal and external customers.
What You Will Do
As a Technical Support Analyst I, you will be the first point of contact for users requiring technical assistance. You will handle incoming support calls, analyze issues, provide first-level resolution, and escalate complex cases when needed.
Your main responsibilities will include:
Answer incoming technical support calls with professionalism, urgency, and a customer-first mindset.
Provide first-level troubleshooting for system outages, passwords, POS systems, software, hardware, printers, networks, and telephones.
Deliver timely and courteous support through phone, email, and web-generated requests.
Analyze technical problems, provide initial resolution, or escalate to the appropriate IT team.
Document every interaction, action, and resolution in an online ticketing system.
Communicate effectively with users, customers, IT team members, and management regarding reported issues.
Follow established processes while working with a strong sense of urgency.
Support continuous improvement by sharing best practices and identifying better ways to resolve issues.
What We Are Looking For
We need someone who is comfortable working in a call center operation, enjoys helping customers by phone, and has the ability to learn business-critical systems quickly.
Required Skills
Advanced English communication skills, spoken and written.
Strong telephone communication and customer service skills.
Ability to support users with different technical knowledge levels.
Clear problem-solving mindset and attention to detail.
Strong organization and documentation skills.
Ability to follow procedures while staying proactive and solution-oriented.
Flexibility to work nights, weekends, and holidays based on business needs.
Technical Knowledge Preferred
Windows desktop support.
Microsoft Office support.
Basic networking knowledge.
Hardware and software troubleshooting.
POS systems support.
Ticketing system experience.
AS400 IBM Systems, SQL, and SAP knowledge is a plus.
A+, MCSE, or HDI certifications are preferred or in progress.
Experience
Previous experience in a Support Center, Help Desk, Service Desk, Technical Support, or Call Center environment is highly preferred.
High-volume call center experience is a strong plus.
Education
High School Diploma, technical degree, or bachelors degree.
This Position Is For You If You:
Like solving technical problems in real time.
Can handle multiple calls and tickets with urgency.
Stay professional with customers, even under pressure.
Enjoy technology and want to grow in IT support.
Are comfortable working in a structured, metric-driven call center environment.
Apply Now
If you have strong English skills, a service-driven attitude, and the ability to provide fast and effective technology support over the phone, we want to meet you.
Apply today and start building your career in a professional IT Service Desk environment.