Customer Service Representative - 24/7 Remote Technical Support

Join Our Innovative Team as a Remote Customer Service Representative! We're a fast-growing technology company dedicated to delivering exceptional customer service and top-tier technical support. We're seeking a highly skilled Customer Service Representative to join our 24/7 remote call center team, providing Level 2 support and technical troubleshooting to customers with internet-related issues and account management. Job Summary: As a Customer Service Representative, you will provide advanced technical support, resolving complex connectivity issues, managing account permissions, and delivering outstanding customer experiences. You will work in a fully remote environment, supporting 24/7 operations, including weekends, and collaborating with cross-functional teams to ensure seamless issue resolution. 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+ year 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. What We Offer: • Competitive hourly rate: $16 - $18 per hour. • Paid training provided. • Temporary with potential for full-time based on performance and business needs. • Remote position with flexibility for rotating shifts. • Ongoing professional development and learning opportunities. Ready to Make an Impact? Apply Now! Apply for this job Apply tot his job