Junior Networking Agent – Audio Products (Entry Level)

About the role

We are looking for a passionate music lover with strong technical troubleshooting abilities to join our Audio Products support team. You will assist customers via inbound and outbound calls, helping them resolve networking and device issues related to our audio services.

Key responsibilities

• Take ownership of open issues and coordinate with multiple departments to ensure timely resolution.
• Maintain customer satisfaction by monitoring service status, handling escalations, and closing cases efficiently.
• Identify, analyze, and troubleshoot software and hardware problems for voice, internet, and data connections.
• Provide support for music services across all major operating systems (Mac, Android, Windows, iOS).
• Continuously learn and share knowledge about networking and audio products.

Required profile

• Passionate about music.
• Advanced English proficiency (85%+).
• At least 6 months of customer‑service experience in a BPO environment.
• Flexibility to work weekends, weekdays, nights, holidays, and on‑call rotations.
• Ability to work onsite at the Heredia location.
• Minimum home internet speed of 15 Mbps (45 Mbps preferred).
• Completion of IT Essentials training.

Required skills

• Home network troubleshooting.
• Wireless configuration and router settings.
• Internet security software configuration.
• Strong technical understanding of internet, networking, and computers.
• Proficiency with Mac, Android, Windows, and iOS operating systems.

What we offer

• Opportunity to work with cutting‑edge audio products.
• Continuous training and professional development.
• Dynamic team environment focused on customer satisfaction.