Customer Service Representative (must have call center experience)

New and Exciting Opportunity: Join Our 24/7 Growing Call Center

Must have Call Center experience; bi-lingual Spanish is a plus...

About Us:

Join a technology company’s team dedicated to providing top-notch customer service in a dynamic and engaging work environment. This company is seeking a motivated and customer service-savvy individual to help their customers overcome their internet-related challenges with confidence and professionalism. Our call center is expanding, offering exciting new opportunities.

Shifts are from 9:00 AM - 6:00 PM or 12:00 PM - 9:00 PM with a mix of days & weekends.

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 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 Fresh Desk 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:

The shift can be either 9:00 AM - 6:00 PM or 12:00 PM - 9:00 PM. Also 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 This Company:
• Join a supportive and collaborative team.
• Access ongoing learning and development opportunities to enhance your skills.

Ready to Make a Difference?

If you’re passionate about helping customers and looking to grow your career, 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 - 18 and is a temp-to-hire opportunity based on performance.

Job Type: Contract

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