Experienced Customer Service Representative – Internet Support Specialist
Join the dynamic team at blithequark, a leading technology company dedicated to delivering exceptional customer service in a fast-paced and engaging work environment. As a key member of our growing 24/7 call center, you will play a vital role in helping customers overcome their internet-related challenges with confidence and professionalism.
About blithequark
blithequark is a forward-thinking technology company that is revolutionizing the way people interact with the internet. Our mission is to provide top-notch customer service, ensuring that our customers receive the support they need to stay connected and productive. We are committed to fostering a collaborative and supportive work environment that encourages growth, learning, and innovation.
Job Summary
As an Experienced Customer Service Representative – Internet Support Specialist, 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 advanced platforms like Freshdesk, Sonar, and other cutting-edge tools. This is an exciting opportunity to join a dynamic team and take your customer service skills to the next level.
Key Responsibilities
*
Customer Support
+ Provide outstanding customer service to users experiencing internet-related technical difficulties. + Respond quickly and professionally to incoming calls, emails, and support tickets. + Diagnose and resolve issues related to internet connectivity, service disruptions, and account management. + Guide customers through step-by-step troubleshooting procedures.
Ticket Management
+ Use Freshdesk to log, track, and prioritize customer inquiries and technical issues. + Accurately document customer interactions and solutions in the ticketing system. + Efficiently manage ticket queues to meet service level agreements (SLAs).
Technical Expertise
+ Access and update customer information using Sonar CRM. + Utilize platforms like Rancid, Tacacs+, Radius, LibreMS, GenieACS, Ruckus SmartZone Controller, and Unifi for comprehensive support. + Stay updated on product features, system updates, and industry best practices.
Escalation and Collaboration
+ Escalate complex technical issues to higher support levels when necessary. + Collaborate with network operations, engineering, and IT support teams to resolve escalated issues. + Provide customers with status updates and ensure timely issue resolution.
Quality Assurance
+ Follow established procedures and service standards to deliver high-quality support. + Participate 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.
- Previous experience in a customer service role, ideally in a call center or help desk environment.
- Basic troubleshooting skills for internet connectivity, computers, and devices.
- Proficiency in using ticketing systems like Freshdesk and CRM systems such as Sonar.
- Ability to efficiently troubleshoot and resolve technical issues.
- Familiarity with networking concepts.
- Excellent verbal and written communication skills with a focus on customer satisfaction.
- Ability to work collaboratively in a team environment and adapt to a fast-paced setting.
Shifts and Work Environment
The shift can be either 9:00 AM - 6:00 PM or 12:00 PM - 9:00 PM. Also requires working rotating shifts to support customers and requires flexibility. Our call center is a dynamic and engaging work environment, with a supportive and collaborative team. You will have access to ongoing learning and development opportunities to enhance your skills and advance your career.
Why You'll Love Working with blithequark
* Join a supportive and collaborative team.
- Access ongoing learning and development opportunities to enhance your skills.
- Work in a dynamic and engaging work environment.
- Enjoy a competitive hourly rate of $15 - 18.
- Take advantage of a temp-to-hire opportunity based on performance.
Ready to Make a Difference?
If you're passionate about helping customers and looking to grow your career, we want to hear from you. Apply now to join our team and take the next step in your professional journey!
How to Apply
To apply for this exciting opportunity, please visit our website at [insert link]. We look forward to hearing from you and exploring how you can contribute to our team's success.
Job Type
This is a contract position with the possibility of conversion to a full-time role based on performance.
Equal Employment Opportunity
blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. Apply for this job