Experienced Customer Service Representative – Remote Support Team

Join arenaflex, a forward-thinking technology company dedicated to providing top-notch customer service in a dynamic, fast-paced, and engaging work environment. We are seeking a motivated individual with a customer-first attitude to join our 24/7 growing call center team.

About arenaflex

arenaflex is a leading technology company that is passionate about helping customers solve their internet-related challenges. Our team is dedicated to delivering exceptional customer service, and we are seeking a talented Customer Service Representative to join our remote support team. As a Customer Service Representative, you will be the initial point of contact for customers seeking technical help, and your responsibilities will include troubleshooting problems, offering effective solutions, and ensuring customer satisfaction using advanced platforms like Freshdesk, Sonar, and more.

Job Highlights

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Company:

arenaflex

Position:

Customer Service Representative – Remote

Location:

Remote (preferably near Plainview, NY)

Start Date:

Immediate openings available

Compensation:

Competitive hourly rate ($15 - $18 per hour)

Benefits:

Paid training, temporary position with potential for full-time based on performance and business needs

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:

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 opportunity to work from home and enjoy a comfortable and quiet workspace.

Compensation and Employment Details

* Hourly rate: $15 - $18 per hour.

• Paid training.
• Temporary position with potential for full-time based on performance and business needs.
• Remote position (preferably near Plainview, NY).

Ready to Make a Difference?

If you’re passionate about helping customers, we want to hear from you. Apply now to join our team and take the next step in your professional journey!

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