Customer Service Representative / Remote 24/7, must live in Fl or NY id-14488

Exciting Opportunity: Join a New 24/7 Remote Call Center!


About Us:


Join a fast-growing technology company committed to delivering top-tier technical support and exceptional customer service. We’re seeking a Customer Service Representative with strong technical troubleshooting skills to assist customers with internet-related issues and account management. This is a fully remote position supporting 24/7 operations, including weekends. If you excel at technical problem-solving and customer engagement, we want to hear from you!


Job Summary:


As a Customer Service Representative, you will go beyond basic troubleshooting to include Level 2 support, managing account permissions, and leveraging advanced tools to resolve complex connectivity issues. You’ll handle customer chats and tickets with expertise, ensuring satisfaction and swift resolutions.


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.

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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+ years 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.


Why You’ll Love Working With Us:


  • Be part of a dynamic team that values innovation and collaboration.
  • Enjoy ongoing professional development and learning opportunities.
  • Make an impact by delivering exceptional technical support to customers.

 


Compensation and Employment Details:


  • Hourly Rate:     $16 - $18 per hour.
  • Paid training provided.
  • Temporary with potential for full-time based on performance and business needs.
  • Remote position (preferably near Plainview, NY).


Schedule:


  • 24/7 operations, including weekends.
  • Flexibility for rotating shifts is required.


If you’re passionate about delivering high-quality technical support in a collaborative environment, apply now!

Customer Service Representative / Remote 24/7, must live in Fl or NY id-14488

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