Senior Process Associate – Customer Service

About the role

The Senior Process Associate will own all customer interactions and troubleshooting, following a guided system of questions and checks. When issues cannot be resolved, the associate escalates the case to FirstNet Technical Support.

Key responsibilities

• Provide post‑sales operational support for business customers, including billing, reporting, product support, and account changes.
• Assist with wireless program management, equipment and network troubleshooting, international calling/roaming support, migrations, and warranty exchanges.
• Identify process‑improvement opportunities to enhance service quality.
• Resolve complex customer issues requiring in‑depth analysis and research.

Required profile

• Minimum 12 months experience in customer service or a customer‑facing role.
• High school diploma or GED required.
• Fully bilingual in Spanish and English.
• Excellent verbal and written communication with an upbeat, professional demeanor.

Required skills

• Proficiency with Microsoft Office applications.