Customer Service Representative - 24/7 Remote Technical Support
Join Our Innovative Team as a Remote Customer Service Representative!
We're a fast-growing technology company dedicated to delivering exceptional customer service and top-tier technical support. We're seeking a highly skilled Customer Service Representative to join our 24/7 remote call center team, providing Level 2 support and technical troubleshooting to customers with internet-related issues and account management.
Job Summary:
As a Customer Service Representative, you will provide advanced technical support, resolving complex connectivity issues, managing account permissions, and delivering outstanding customer experiences. You will work in a fully remote environment, supporting 24/7 operations, including weekends, and collaborating with cross-functional teams to ensure seamless issue resolution.
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+ year 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.
What We Offer:
- Competitive hourly rate: $16 - $18 per hour.
- Paid training provided.
- Temporary with potential for full-time based on performance and business needs.
- Remote position with flexibility for rotating shifts.
- Ongoing professional development and learning opportunities.