Experienced Customer Service Representative – Technical Support Specialist (Remote 24/7) – Florida or New York
Join arenaflex, a fast-growing technology company, as we revolutionize the way we deliver top-tier technical support and exceptional customer service. As a Customer Service Representative with a passion for technical problem-solving and customer engagement, you will play a vital role in our 24/7 remote call center, supporting customers with internet-related issues and account management. If you excel at technical troubleshooting and customer interaction, we want to hear from you!
About arenaflex
arenaflex is a dynamic technology company committed to pushing the boundaries of innovation and customer satisfaction. Our team is dedicated to delivering exceptional technical support and exceptional customer service, and we're seeking a talented Customer Service Representative to join our ranks. With a focus on technical accuracy, efficiency, and customer satisfaction, you will be part of a collaborative environment that values innovation and teamwork.
Job Summary
As a Customer Service Representative, you will be the face of arenaflex, providing expert technical support and exceptional customer service to our clients. You will be responsible for handling customer chats, tickets, and phone calls with expertise, ensuring swift resolutions and customer satisfaction. You will also be expected to provide Level 2 support, managing account permissions, and leveraging advanced tools to resolve complex connectivity issues.
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.
- Collaborate with cross-functional teams to ensure seamless issue resolution.
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.
- Escalate unresolved or complex issues to network operations or IT teams when necessary.
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.
- Collaborate with cross-functional teams to ensure seamless issue resolution.
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.
- Participate in quality assurance programs to improve processes and outcomes.
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.
- Work in a remote environment with flexibility and autonomy.
- Participate in quality assurance programs to improve processes and outcomes.
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.
What We Offer
* Competitive hourly rate
- Paid training and professional development opportunities
- Temporary position with potential for full-time based on performance and business needs
- Remote work environment with flexibility and autonomy
- Ongoing quality assurance programs to improve processes and outcomes
How to Apply
If you're passionate about delivering high-quality technical support in a collaborative environment, apply now! We can't wait to hear from you! Apply Job! Apply for this job