Job Description

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.

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!

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