CUSTOMER SERVICE REPRESENTATIVE-REMOTE (CALL CENTER EXPERIENCE REQUIRED)

New and Exciting Opportunity.
Join Our 24/7 Growing Call CenterYou Must have Call Center experience; bi-lingual Spanish is a plus! About Us.
oin Our Tech-Savvy Support Team!We are a forward-thinking technology company dedicated to providing top-notch customer service in a dynamic, fast-paced, and engaging work environment.
Our team is passionate about helping customers solve their internet-related challenges, and we are seeking a motivated individual with a customer-first attitude to join us.
hifts cover 24/7Job Summary.
s aLevel 1 Customer Service Representative, you will serve as the initial point of contact for customers seeking technical help.
Your responsibilities will include troubleshooting problems, offering effective solutions, and ensuring customer satisfaction using tools like Freshdesk, Sonar, and other advanced platforms.
ey Responsibilities.
ustomer Support.
Provide outstanding customer service to users experiencing internet-related technical difficulties.
espond quickly and professionally to incoming calls, emails, and support tickets.
iagnose and resolve issues related to internet connectivity, service disruptions, and account management.
uide customers through step-by-step troubleshooting procedures.
Ticket Management.
Use Freshdesk to log, track, and prioritize customer inquiries and technical issues.
ccurately document customer interactions and solutions in the ticketing system.
fficiently manage ticket queues to meet service level agreements (SLAs).
Technical Expertise.
Access and update customer information using Sonar CRM.
tilize platforms like Rancid, Tacacs+, Radius, LibreMS, GenieACS, Ruckus SmartZone Controller, and Unifi for comprehensive support.
tay updated on product features, system updates, and industry best practices.
Escalation and Collaboration.
Escalate complex technical issues to higher support levels when necessary.
ollaborate with network operations, engineering, and IT support teams to resolve escalated issues.
rovide customers with status updates and ensure timely issue resolution.
Quality Assurance.
Follow established procedures and service standards to deliver high-quality support.
articipate in quality assurance activities, including call monitoring and ticket reviews, to enhance service delivery.
Qualifications.
Associate’s degree, Bachelor’s degree, or relevant work experience.
revious experience in a customer service role, ideally in a call center or help desk environment.
asic troubleshooting skills for internet connectivity, computers, and devices.
roficiency in using ticketing systems like Freshdesk and CRM systems such as Sonar.
bility to efficiently troubleshoot and resolve technical issues.
amiliarity with networking concepts.
xcellent verbal and written communication skills with a focus on customer satisfaction.
bility to work collaboratively in a team environment and adapt to a fast-paced setting.
Summary of Shifts.
his job requires workingrotating shiftsto support customers 24/7, and flexibility is required.
ork hours vary and may change based on business requirements.
hy You'll Love Working with This Company.
Join a supportive and collaborative team.
Ready to Make a Difference?If you’re passionate about helping customers, we want to hear from you.
Apply now to join this team and take the next step in your professional journey!This position offers an hourly rate of $ an hour.
ob Type.
ontract