Technical Support Agent - Bilingual (Job ID: MCGRA1116)

Technical Support Agent – Bilingual

(Job ID: MCGRAW1116)

Aviso Edge, Inc. | www.avisoworld.com

About Us

Aviso 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 Vibe

We’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.

• The Details Matter. You take pride in clear documentation, thoughtful follow-through, and getting the small things right because you know they make a big difference in the overall experience.

General Requirements

• Ability to work from an authorized state within the US. See list below for authorized states in United States or Alaska.

• Equipment and computers setup as outlined in the “Equipment” Section of this document

• Pass online assessments measuring reasoning, decision-making, and behavioral strengths.

• Pass a background check and drug test.

• Pass online training class to become certified to work in the role.

• Must work a minimum of 20 hours each week once training certification is completed.

• Able to adapt to customer needs and provide optimal service especially when a customer may have low digital or financial literacy.

• If selected for hire, agents must reserve a seat in the required certification training class by submitting refundable $50 deposit paid directly to the platform vendor which will be promptly returned on the first day of class. The customer requires this deposit to ensure that seats are not saved only for individuals who have secured their spot.

• If selected for hire, agents must pay $50 for their background check

Equipment:

• 16g RAM on computer

• Webcam

• Windows 11 with latest updates

• Dual Monitor

• Ethernet cord for internet

• Ethernet adapter (If needed)

• Dual monitor

• Headset with mic

• Mobile phone for secondary code verification (Apple or Android)

Phone and computer settings:

• Disable your WiFi/Wireless internet. Only use Ethernet cord to access internet.

• Enable location

• Enable camera

• Enable popups

• Clear cache & cookies

• Run Windows updates

Training Schedule

• Must attend each day of training: Nov 16, 2026, to Dec 16, 2026 - 9:00 AM to 3:00 PM Mon through Fri

• Agents will not work on Thursday, November 26th, Friday, November 27th, or Monday, November 30th for this particular role.

You'll Love This Part

• Work remotely from any of the allowable states as listed below.

• Enjoy free online training for several weeks from the comfort of your home as you sharpen your skills during an engaging and informative certification course. This free training will enable you to navigate high tech software and become certified on client platform.

• Work flexible hours after successful completion of training course. This means, after training you will be able to choose your own schedule as long as you work a minimum of 20 hours weekly.

Compensation

• $14/hour after training certification

Location

• Remote – work from home. Must reside in an authorized state as listed below.

AUTHORIZED LOCATIONS

Alabama, Alaska, Arizona, Arkansas, Florida, Georgia, Idaho, Iowa, Kansas, Kentucky, Louisiana, Maine, Mississippi, Missouri, Montana, Nebraska, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, or Wyoming.

UNAUTHORIZED LOCATIONS

California, Colorado, Connecticut, Delaware, Hawaii, Illinois, Indiana, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York, New Mexico, Oregon, Pennsylvania, Vermont, Washington, Wisconsin, or D.C., Any area outside of the United States (except Alaska)

HIRING PROCESS & ASSESSMENT TIPS

If you are selected for an interview, you will participate in a zoom meeting combined with your aptitude tests and client required verifications. You will need to bring your government issued ID, work authorization (such as social sec card, etc.,), and your mobile phone. Your identity will be verified before proceeding.

Additionally, to prepare for your zoom meeting, make sure your equipment is setup as if you are ready to work. Once you login, you will be prompted to do a PC Scan. Make sure your WiFi is turned off and your ethernet cord is plugged in with strong internet, and your camera and mic access are enabled on your computer. Run the latest Windows update and clear your cache/cookies. If you have the right equipment, you will easily pass the PC Scan and move to the next phase. Make sure you enable "location" access on your phone for Safari or Chrome (whichever you use). Turn off popup blocker on your phone. If all this has not scared you away, you're likely to be a good fit! We are detail oriented and not afraid to follow process steps to get to the end goal.

Once your PC scan and verifications are done, you will be prompted for a few quick assessments. The first assessment will ask you questions to see how well you work with people and maintain a positive attitude. The next assessment will look at your language skills. You will simply plug in missing words in long sentences. It's pretty easy! The final test will have you look at various shapes and identify which one does not belong. It's pretty fun actually! :)

During the assessments, you must be on camera. You may not use your phone or have anyone else in the room. The software system will detect if a person looks distracted during the assessment (looking away, looking down at a phone, gesturing or waving to a person walking by, or seeming distracted). This proactive information is being shared with all candidates as a courtesy and to support each candidate in doing their best to pass all of the screening and assessment steps. Some candidates have failed for things like looking at their phone during the assessment or talking to someone while testing. We know you will not do this. We are looking forward to seeing each candidate succeed and take advantage of this unique opportunity working in the banking industry in an exciting and highly needed role.

We look forward to meeting as many qualified candidates as possible before this class fills up and all roles are hired. Seats may potentially fill up within the next week. Our goal is to hire 50 people into this role.

www.avisoworld.com Aviso Edge, Inc.