Customer Service Representative-Remote Call Center Experience required
Customer Service Representative-Remote Call Center Experience required
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Job Description
New and Exciting Opportunity: Join Our 24/7 Growing Call Center
You Must have Call Center experience; bilingual Spanish is a plus!
About Us:
Join Our TechSavvy Support Team!
We are a forwardthinking technology company dedicated to providing topnotch customer service in a dynamic fastpaced and engaging work environment. Our team is passionate about helping customers solve their internetrelated challenges and we are seeking a motivated individual with a customerfirst attitude to join us.
Shifts cover 24/7
Job Summary:
As a Level 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.
Key Responsibilities:
Customer Support:
- Provide outstanding customer service to users experiencing internetrelated 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 stepbystep 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 highquality support.
- Participate in quality assurance activities including call monitoring and ticket reviews to enhance service delivery.
Qualifications:
- Associates degree Bachelors 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 fastpaced setting.
Summary of Shifts:
This job requires working rotating shifts to support customers 24/7 and flexibility is required.
Work hours vary and may change based on business requirements.
Why Youll Love Working with This Company:
- Join a supportive and collaborative team.
Ready to Make a Difference
If youre 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 $15.00 $18.00 an hour.
Job Type: Contract
Employment Type
Remote
Company Industry
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
