**Experienced Customer Service Representative – Remote Call Center Position with 24/7 Shifts at blithequark**

Are you a customer-centric professional with a passion for delivering exceptional support in a fast-paced environment? Do you thrive in a dynamic, tech-savvy setting where no two days are ever the same? If so, we invite you to join blithequark's growing team of customer service representatives, working remotely from the comfort of your own home. As a Level 1 Customer Service Representative at blithequark, you will be the initial point of contact for customers seeking technical help with their internet-related challenges. Our team is dedicated to providing top-notch customer service, and we're seeking a motivated individual with a customer-first attitude to join us. **About blithequark** blithequark is a forward-thinking technology company that's revolutionizing the way we approach customer support. Our team is passionate about helping customers solve their internet-related challenges, and we're committed to creating a dynamic, engaging work environment that fosters growth and collaboration. With a focus on innovation and customer satisfaction, we're constantly pushing the boundaries of what's possible in the tech industry. **Job Summary** As a Level 1 Customer Service Representative, you will be responsible for providing outstanding customer service to users experiencing internet-related technical difficulties. Your key responsibilities will include: * Troubleshooting problems and offering effective solutions to customers * Responding quickly and professionally to incoming calls, emails, and support tickets * Diagnosing and resolving issues related to internet connectivity, service disruptions, and account management * Guiding customers through step-by-step troubleshooting procedures * Using Freshdesk to log, track, and prioritize customer inquiries and technical issues * Accurately documenting customer interactions and solutions in the ticketing system * Efficiently managing ticket queues to meet service level agreements (SLAs) * Accessing and updating customer information using Sonar CRM * Utilizing platforms like Rancid, Tacacs+, Radius, LibreMS, GenieACS, Ruckus SmartZone Controller, and Unifi for comprehensive support * Escalating complex technical issues to higher support levels when necessary * Collaborating with network operations, engineering, and IT support teams to resolve escalated issues * Providing customers with status updates and ensuring timely issue resolution * Following established procedures and service standards to deliver high-quality support * Participating in quality assurance activities, including call monitoring and ticket reviews, to enhance service delivery **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 Freshdesk 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 **Shifts and Work Environment** This job requires working rotating shifts to support customers 24/7, and flexibility is required. Work hours vary and may change based on business requirements. As a remote employee, you will have the flexibility to work from the comfort of your own home, with access to a quiet and dedicated workspace. **Why You'll Love Working with blithequark** * Join a supportive and collaborative team * Work in a dynamic, fast-paced environment with opportunities for growth and development * Enjoy a competitive hourly rate of $15.00 - $18.00 an hour * Take advantage of flexible scheduling and remote work options * Participate in quality assurance activities to enhance your skills and knowledge * Collaborate with network operations, engineering, and IT support teams to resolve complex technical issues **Ready to Make a Difference?** If you're passionate about helping customers and delivering exceptional support, we want to hear from you. Apply now to join our team and take the next step in your professional journey! Apply Job! Apply for this job