Exciting Opportunity: Join a New 24/7 Remote Call Center!
Must reside in either NY or FL.
About Us:
Join a fast-growing technology company committed to delivering top-tier technical support and exceptional customer service. Were seeking a Customer Service Representative with strong technical troubleshooting skills to assist customers with internet-related issues and account management. This is a fully remote position supporting 24/7 operations, including weekends. If you excel at technical problem-solving and customer engagement, we want to hear from you!
Job Summary:
As a Customer Service Representative, you will go beyond basic troubleshooting to include Level 2 support, managing account permissions, and leveraging advanced tools to resolve complex connectivity issues. Youll handle customer chats and tickets with expertise, ensuring satisfaction and swift resolutions.
Key Responsibilities:
Technical Support:
Diagnose and resolve customer issues related to internet connectivity, networking, and devices.
Provide Level 2 support, including advanced troubleshooting and managing account permissions.
Utilize tools such as Fresh Desk, Sonar CRM, and networking platforms (e.g., Rancid, Tacacs+, Radius).
Stay updated on system updates and services to enhance support quality.
Customer Support:
Offer professional and timely assistance to customers experiencing technical difficulties.
Communicate clear and actionable solutions via chat, email, and support tickets.
Deliver outstanding customer service with a focus on technical accuracy and efficiency.
Ticket Management:
Document all interactions accurately using Fresh Desk and ensure timely follow-up within SLAs.
Track, prioritize, and resolve tickets effectively to maintain customer satisfaction.
Escalation & Collaboration:
Escalate unresolved or complex issues to network operations or IT teams when necessary.
Collaborate with cross-functional teams to ensure seamless issue resolution.
Quality Assurance:
Maintain compliance with company policies and service standards.
Actively participate in quality assurance programs to improve processes and outcomes.
Qualifications:
1+ years of customer service and technical support experience, preferably in a call center or IT support role.
Proficiency with networking concepts, permissions management, and ticketing systems (e.g., Fresh Desk, Sonar CRM).
Strong written and verbal communication skills, with an ability to explain technical solutions clearly.
Availability for overnight shifts, weekends, and a rotating schedule.
Bilingual (Spanish/ English) is a plus.
Why Youll Love Working With Us:
Be part of a dynamic team that values innovation and collaboration.
Enjoy ongoing professional development and learning opportunities.
Make an impact by delivering exceptional technical support to customers.
Compensation and Employment Details:
Hourly Rate: $16 – $18 per hour.
Paid training provided.
Temporary with potential for full-time based on performance and business needs.
Remote position (preferably near Plainview, NY).
Schedule:
24/7 operations, including weekends.
Flexibility for rotating shifts is required.
If youre passionate about delivering high-quality technical support in a collaborative environment, apply now!