About Us
Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.
We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.
Our Core Values:
Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal
Our Mission: To create conditions within which people can thrive!
As a Technical Support Representative, you will be responsible for identifying customer’s concerns through phone; which includes but not limited to basic troubleshooting, system and equipment issues, installation, operational functions, and maintenance. Carefully attending to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
This is 50% Technical Support and 50% Customer Service and Sales and will cater both Spanish and English Customer
Primary Focus:
Respond to customer inquiries and resolve complex technical issues related to phone and internet services via phone, email, and chat
Diagnose and resolve technical issues for phone and internet services, including VoIP, broadband, and wireless connectivity issues, through remote troubleshooting and guidance.
Meet or exceed customer satisfaction and first-call resolution targets
Educate customers on product features, self-service options, and preventative maintenance tips to enhance their experience.
Identify sales opportunities and upsell/cross-sell products and services to customers
Qualifications:
✨ Experience in technical service; This is 50% Technical Support and 50% Customer Service and Sales and will cater both Spanish and English Customer
📞 Minimum of 1 year experience in the Call Center Environment
🧩 Advanced problem-solving skills and can effectively communicate with customers and work groups
🗂️ Ability to multi-task and have organizational and data entry skills
🔍 Strong attention to detail and the ability to follow directions
💬 Excellent customer service and communication skills
🎧 Effective listening and analytical skills, plus the ability to summarize information and offer solutions
🌟 Strong outgoing personality and great work ethic
🕒 Flexible with work hours — day, evening, night, weekend, and holiday; overtime may be required
🩺 Must be willing to undergo pre-employment background and medical assessment
🏢 Willing to work onsite
💎 What’s in it for you:
100% on-site: Calle 92 #15-78, Tinkko Lares 92 Building
Base Salary: $3.0M COP
Performance Bonus: Up to $1.4M COP
Plus uncapped commission in USD!
Skills Required
- Experience in technical service
- Bilingual Spanish and English customer support capability
- Minimum one year of call center experience
- Advanced problem-solving skills
- Effective customer and team communication skills
- Multitasking, organizational, and data entry skills
- Strong attention to detail and ability to follow directions
- Excellent customer service and communication skills
- Effective listening and analytical skills
- Ability to summarize information and offer solutions
- Strong outgoing personality and work ethic
- Flexibility to work day, evening, night, weekend, and holiday shifts; overtime may be required
- Willingness to undergo pre-employment background and medical assessment
- Willingness to work onsite
What We Do
Full Potential Solutions (FPS) is a new kind of performance-based outsourcing firm that puts culture and employees first, because we believe that happy, fulfilled teams accomplish great things. FPS develops comprehensive multichannel solutions for our partners to drive breakthrough business results. With a focus on increasing customer lifetime value and reducing acquisition costs for large brands, FPS couples the best people with our proprietary analytics and technology to implement effective strategies so our partners can reach their full potential. We develop and implement programs leveraging voice, email, and chat, coupled with direct mail and analytics to improve and optimize: sales / customer acquisition, lead generation, customer care, up-selling, retention and tech support. Our Culture We’re a group of trailblazers and doers. We love knocking down a complex problem and finding a solution. We challenge each other every day to perform our best, and take care of each other while doing it. At FPS, we are committed to creating an exciting culture of collaboration, innovation, leadership and fun. We take the time to invest in our people, providing them with comprehensive tools and training, and develop fulfilling paths for long-term career growth. Our team operates according to four core values that govern everything we do! - Integrity: Do what’s right and put team before self. - Excellence: Deliver exceptional results and reward performance. - Accountability: Take ownership and pride in our work. - Grace: Respect and appreciate one another; make your work personal! Interested? We're Hiring! We’re looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA, Waltham, Massachusetts, USA, Manila, Philippines and Chennai, India.
