Virtual Helpdesk Agent (Bilingual: Spanish & English)

Virtual Helpdesk Agent (Bilingual: Spanish & English)
Location: Remote (El Salvador)
Employment Type: Full-Time & Part-Time Available
Company: BPO Innovations, S.A.
About Us & The Project
Are you looking for a role that makes a difference? BPO Innovations is partnering with Vela Mobile to deliver exceptional customer support for a unique social project.
Vela Mobile is a telecommunications initiative based in Guatemala. Its mission is to generate resources and support social development in local communities by providing mobile phone services in the United States, working in coordination with regional cooperatives. By joining this team, you aren’t just answering calls—you are contributing to a positive impact.
We are looking for a Virtual Helpdesk Agent to provide top-tier support to Vela Mobile’s customers.
Role Description
As a Virtual Helpdesk Agent, you will be the first point of contact for Vela Mobile customers seeking guidance and support. You will handle inquiries via phone, chat, and email, ensuring rapid resolution and an excellent customer experience.
Key Responsibilities
· Multichannel Support: Answer inbound member calls, chats, and emails regarding customer service inquiries.
· Client Guidance: Provide precise guidance based on specific client needs and company policies.
· Escalations: Transfer and escalate inquiries to other departments when necessary.
· CRM Management: Accurately log all interactions and activities into the CRM/Helpdesk system (Salesforce).
· Reporting: Generate weekly reports and provide updates for the client.
Support Team Structure
You will be part of a dedicated support team that includes:
· 1 Project Manager
· 1 Team Captain
· 3 Virtual Helpdesk Resources (This position)
· 1 Back-up Agent
Work Schedule & Shifts
We operate 7 days a week from 10:00 AM to 10:00 PM (Central Time) utilizing a rotating shift schedule to ensure full operational coverage.
· Daily Coverage: 12 hours per day (10:00 AM – 10:00 PM)
· Overlap: 3:00 PM – 5:00 PM (to facilitate smooth handovers)
Shift Type
Hours (CT)
1 (Morning)
10:00 AM – 5:00 PM
2 (Afternoon)
3:00 PM – 10:00 PM
Weekly Rotating Schedule Example
Resource
Weekly Commitment
Agente A
5 shifts per week (35 hours)
Agente B
5 shifts per week (35 hours)
Agente C
4 shifts per week (28 hours)
(Note: Agents will rotate between Monday–Sunday schedules to ensure coverage and team balance).
Requirements & Qualifications
Technical Requirements
· Dedicated Desktop Computer (for VoIP Softphone and Productivity Suite)
· High-speed internet connection
· CRM/Helpdesk Access (Salesforce experience is a plus)
· Dedicated phone line and headset
Qualifications
· Language: Fluent in English and Spanish (Written and Verbal) is required.
· Experience: Background in Customer Service, Call Centers, or Helpdesk support.
· Skills: Excellent communication, problem-solving, and multi-channel handling (voice, chat, email).
Why Join Us?
· Salary: $600
· Schedule: You would work only 4 days a week, 7 hours a day from Friday to Monday (You will be off from Tuewsday to Thursday)
· Work From Home: 100% remote flexibility.
· Social Impact: Be part of a project that directly supports local communities.
· Paid Onboarding: No-cost onboarding and training period provided.
· Career Growth: Stable, long-term opportunity.
How to Apply
Please send your resume in English to recruitmentmedia@bpoinnovations.com or apply here through LinkedIn.

Work arrangement
Yes