Bilingual Remote Technical Support & Customer Service Specialist

Location: Remote (must be located in North Carolina)

Commitment: Part-Time (16 hours/week)

Schedule: ~15-18 hours weekly (flexible schedule to be discussed)

Start Date: Anticipate a start date of December 1st for training and a go-live date sooner

Pay: $15 per hour

Growth Potential: Apollo Net is quickly growing and this a great opportunity to scale with us. This position has the potential to scale into increased hours and responsibilities.

About the Role:

Apollo Net is seeking a customer-focused, bilingual Technical Support & Customer Service Specialist to join our team. We are a fast-growing internet access organization with customers across the country and that partners with nonprofits and CBOs across North Carolina and beyond.

This is a highly flexible, entry-level remote position perfect for someone looking to grow alongside a rising company. In this role, technical expertise takes a backseat to exceptional customer service. We can teach you the technical side, but we need someone who is naturally patient, empathetic, and excellent at guiding users through basic troubleshooting with a smile.

Key Responsibilities:

• Customer First: Provide friendly, empathetic, and professional support to users via phone or email, in both English and Spanish.
• Basic Troubleshooting: Guide users step-by-step through routine technical issues (e.g., password resets, basic connectivity issues, navigating platform settings).
• Q&A: Provide detailed information on our offerings and answer any questions that the customer may have.
• Escalation: Accurately document customer issues and elevate complex technical problems to the core team when necessary.
• Documentation: Maintain brief, clear logs of customer interactions and common issues to help us improve our services.

Requirements & Qualifications:

• Language: Fluency in both Spanish and English (written and spoken).
• Location: Must reside in North Carolina
• Customer Service Excellence: Prior experience in customer service, retail, hospitality, or call centers is highly valued. You must love helping people.
• Tech Literacy: Comfortable using computers, navigating software, and a willingness to learn basic troubleshooting protocols - no advanced IT degrees required.
• Remote Work Setup: Access to a reliable, high-speed internet connection and a quiet workspace.
• Reliability: Strong time-management skills to effectively manage support calls and email..

What We Offer

• Hourly Compensation: Competitive part-time rate of $15.00 per hour.
• Ultimate Flexibility: 15-17 hours a week, allowing you to easily balance this with studies, another part-time job, or personal commitments.
• Ground-Floor Opportunity: Real potential to transition into a larger role with more hours and responsibilities as Apollo Net grows.
• Supportive Environment: Hands-on training and a team that wants to see you succeed. You will be provided with hardware, software and training to effectively and successfully perform.