Technical Support Specialist

Miami, FL (Remote — must reside in Florida) - 3rd Shift: Monday – Friday, 12:00 AM – 8:00 AM EST

• Full time / Direct Hire
• Openings (2)
• Languages both English & Spanish — fluency required

CBTS is seeking a Bilingual Technical Support Specialist to join our 3rd-shift support team serving multi-tenant dwelling (MTD) clients across North America. In this role, you will be the frontline technical resource for residential and commercial tenants experiencing service disruptions across voice, internet, and video platforms.

You will partner closely with customer service representatives and escalation teams to deliver timely, professional, and accurate support — in both English and Spanish — via phone and email.

This is a remote-eligible position; however, candidates must reside in the state of Florida and be available to work overnight hours (midnight to 8:00 AM EST), Monday through Friday.

Key Responsibilities

• Provide Level 1 technical support to clients via phone and email, resolving issues related to voice, internet, and video services.
• Troubleshoot service outages and connectivity issues affecting multi-tenant dwelling (MTD) environments, including apartment complexes and commercial properties.
• Serve as an escalation point for Customer Service Representatives, taking ownership of complex or unresolved issues and driving them to resolution.
• Conduct research to diagnose and answer client questions, leveraging internal knowledge bases, ticketing systems, and vendor resources.
• Communicate clearly and professionally with customers in both English and Spanish throughout all interactions.
• Document all support interactions, troubleshooting steps, and resolutions accurately in the company's ticketing system.
• Escalate unresolved issues to Tier 2/3 support teams per defined escalation procedures.
• Adhere to service level agreements (SLAs) and performance standards for response time, resolution rates, and customer satisfaction.
• Maintain working knowledge of CBTS service platforms, equipment, and client configurations.

Requirements

Required

• Must reside in the state of Florida
• Full professional fluency in both English and Spanish (spoken and written)
• Availability to work 3rd shift: Monday – Friday, 12:00 AM – 8:00 AM EST
• Minimum 1 year of experience in technical support, help desk, or customer service role
• Demonstrated experience troubleshooting voice (VoIP), internet (broadband/fiber), and/or video (cable/IPTV) services
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi)
• Strong written and verbal communication skills with the ability to explain technical concepts to non-technical customers
• Experience using ticketing systems (e.g., ServiceNow, Zendesk, Remedy, or similar)

Preferred

• Experience supporting multi-tenant dwelling (MDU/MTD) or hospitality environments
• Familiarity with telecom or managed services provider (MSP) environments
• Industry certifications such as CompTIA A+, Network+, or equivalent
• Experience with CRM platforms and remote diagnostic tools

CBTS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws.