Experienced Customer Service Representative – Remote, 24/7 – Must Live in NY or FL
Join arenaflex, a fast-growing technology company committed to delivering top-tier technical support and exceptional customer service, as a Customer Service Representative in our 24/7 remote call center. As a key member of our team, you will be responsible for providing Level 2 technical support, managing account permissions, and leveraging advanced tools to resolve complex connectivity issues. If you excel at technical problem-solving and customer engagement, we want to hear from you!
About arenaflex
arenaflex is a dynamic technology company that values innovation and collaboration. We are dedicated to delivering exceptional technical support and customer service to our clients. Our team is passionate about staying ahead of the curve in the ever-evolving technology landscape, and we are committed to providing ongoing professional development and learning opportunities to our employees.
Job Summary
As a Customer Service Representative at arenaflex, you will be responsible for handling customer chats and tickets with expertise, ensuring satisfaction and swift resolutions. You will go beyond basic troubleshooting to include Level 2 support, managing account permissions, and leveraging advanced tools to resolve complex connectivity issues. You will be part of a dynamic team that values innovation and collaboration, and you will have the opportunity to make an impact by delivering exceptional technical support to our customers.
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.
What We Offer
* Competitive hourly rate
- Ongoing professional development and learning opportunities
- Collaborative and dynamic work environment
- Opportunity to make an impact by delivering exceptional technical support to customers
- Flexible scheduling to accommodate your needs
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