Experienced Full Stack Customer Service Representative – 24/7 Call Center Support
Join blithequark's dynamic and tech-savvy support team as a Level 1 Customer Service Representative, where you'll be the initial point of contact for customers seeking technical help. As a remote position, you'll have the flexibility to work from anywhere while providing top-notch customer service in a fast-paced and engaging work environment.
About blithequark
blithequark is a forward-thinking technology company dedicated to providing innovative solutions to customers. Our team is passionate about helping customers solve their internet-related challenges, and we're seeking a motivated individual with a customer-first attitude to join us. With a focus on customer satisfaction, we strive to deliver exceptional service in a dynamic and collaborative work environment.
Job Summary
As a Level 1 Customer Service Representative, you'll 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 more. You'll be working in a 24/7 call center environment, providing support to customers experiencing internet-related technical difficulties.
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
Summary of Shifts
This job requires working rotating shifts to support customers and requires flexibility. Work hours vary and can be subject to changes based on business requirements.
Why You'll Love Working with blithequark
* Join a supportive and collaborative team
- Work in a dynamic and fast-paced environment
- Enjoy a competitive hourly rate of $15.00 - $18.00 an hour
- Take advantage of career growth opportunities and learning benefits
- Enjoy a work-life balance with flexible remote work options
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!
How to Apply
To apply for this exciting opportunity, please visit our website and submit your application. We look forward to hearing from you! Apply Now! Apply for this job