Experienced Customer Service Representative – 24/7 Call Center Support for Internet-Related Technical Issues

Welcome to arenaflex: A Forward-Thinking Technology Company arenaflex is dedicated to providing top-notch customer service in a dynamic, fast-paced, and engaging work environment. Our team is passionate about helping customers solve their internet-related challenges, and we are seeking a motivated individual with a customer-first attitude to join us. As a leader in the tech industry, we pride ourselves on our commitment to innovation, excellence, and customer satisfaction. Our 24/7 call center is the backbone of our customer support operations, and we're looking for talented individuals like you to join our team. About Our Team At arenaflex, we believe that our employees are our greatest asset. That's why we foster a supportive and collaborative team environment that encourages growth, learning, and development. Our team members are passionate about delivering exceptional customer service, and we're looking for like-minded individuals to join our ranks. As a customer service representative at arenaflex, you'll be part of a dynamic team that's dedicated to making a difference in the lives of our customers. Job Summary As a Level 1 Customer Service Representative at arenaflex, you will serve as the initial point of contact for customers seeking technical help with internet-related issues. Your responsibilities will include troubleshooting problems, offering effective solutions, and ensuring customer satisfaction using tools like Freshdesk, Sonar, and other advanced platforms. You'll be the face of our company, and we're looking for someone who is passionate about delivering exceptional customer service. 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 To be successful in this role, you'll need: 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. Bilingual Spanish skills are a plus, but not required. 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. Our call center is a dynamic and fast-paced environment that requires adaptability and a willingness to learn. If you're looking for a challenging and rewarding role that offers opportunities for growth and development, we encourage you to apply. Career Growth Opportunities and Learning Benefits At arenaflex, we're committed to helping our employees grow and develop in their careers. As a customer service representative, you'll have access to ongoing training and development opportunities, including: Technical training on our products and services. Soft skills training to enhance your communication and customer service skills. Leadership development opportunities to help you advance in your career. Access to industry conferences and events to stay up-to-date on the latest trends and technologies. We believe that our employees are our greatest asset, and we're committed to investing in their growth and development. Work Environment and Company Culture At arenaflex, we pride ourselves on our supportive and collaborative team environment. Our company culture is built on the values of innovation, excellence, and customer satisfaction. We believe in fostering a positive and inclusive work environment that encourages growth, learning, and development. Some of the benefits of working at arenaflex include: A dynamic and fast-paced work environment that's always challenging and rewarding. A supportive and collaborative team that's passionate about delivering exceptional customer service. Opportunities for growth and development, including training and development programs. A comprehensive benefits package, including health, dental, and vision insurance. A competitive hourly rate of $15.00 - $18.00 per hour. Compensation, Perks, and Benefits As a customer service representative at arenaflex, you'll be eligible for a comprehensive benefits package, including: Health, dental, and vision insurance. 401(k) matching program. Paid time off and holidays. Access to ongoing training and development opportunities. A competitive hourly rate of $15.00 - $18.00 per hour. We believe that our employees are our greatest asset, and we're committed to providing a comprehensive benefits package that recognizes their value. Conclusion If you're passionate about delivering exceptional customer service and are looking for a challenging and rewarding role, we encourage you to apply to arenaflex. As a customer service representative, you'll be part of a dynamic team that's dedicated to making a difference in the lives of our customers. With opportunities for growth and development, a comprehensive benefits package, and a competitive hourly rate, this is a role that you won't want to miss. Apply now to join our team and take the next step in your professional journey! Apply for this job