Experienced Customer Service Representative for 24/7 Call Center Operations – Technical Support and Customer Satisfaction Expert

Welcome to arenaflex: A Hub of Innovation and Customer-Centric Excellence arenaflex is a forward-thinking technology company that is revolutionizing the way customer service is delivered. We are passionate about providing top-notch support to our customers, and we are seeking a highly motivated and customer-focused individual to join our dynamic team. As a customer service representative with a passion for helping others, you will be the initial point of contact for customers seeking technical assistance, and you will play a critical role in ensuring their issues are resolved efficiently and effectively. About Our Team Our team is comprised of tech-savvy and customer-centric individuals who are dedicated to delivering exceptional support to our customers. We believe in fostering a collaborative and engaging work environment that encourages creativity, innovation, and growth. As a member of our team, you will have the opportunity to work with cutting-edge technology, develop your skills and expertise, and contribute to the success of our organization. Job Summary As a Level 1 Customer Service Representative, you will be responsible for providing outstanding technical support to customers experiencing internet-related difficulties. Your key responsibilities will include troubleshooting problems, offering effective solutions, and ensuring customer satisfaction using a range of tools and platforms, including Freshdesk, Sonar, and other advanced technologies. You will be working in a fast-paced, 24/7 call center environment, and you will be required to be flexible and adaptable in order to meet the changing needs of our customers. Key Responsibilities Customer Support: Provide exceptional customer service to users experiencing internet-related technical difficulties, responding quickly and professionally to incoming calls, emails, and support tickets. Ticket Management: Use Freshdesk to log, track, and prioritize customer inquiries and technical issues, accurately documenting customer interactions and solutions in the ticketing system. Technical Expertise: Access and update customer information using Sonar CRM, utilizing platforms like Rancid, Tacacs+, Radius, LibreMS, GenieACS, Ruckus SmartZone Controller, and Unifi for comprehensive support. Escalation and Collaboration: Escalate complex technical issues to higher support levels when necessary, collaborating with network operations, engineering, and IT support teams to resolve escalated issues and provide customers with status updates. Quality Assurance: Follow 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. Qualifications and Requirements In order to be successful in this role, you will need to possess a combination of technical skills, customer service expertise, and personal qualities. The essential qualifications and requirements for this position include: Education: Associate's degree, Bachelor's degree, or relevant work experience. Experience: Previous experience in a customer service role, ideally in a call center or help desk environment. Troubleshooting Skills: Basic troubleshooting skills for internet connectivity, computers, and devices. Technical Proficiency: Proficiency in using ticketing systems like Freshdesk and CRM systems such as Sonar. Communication Skills: Excellent verbal and written communication skills with a focus on customer satisfaction. Teamwork: Ability to work collaboratively in a team environment and adapt to a fast-paced setting. Flexibility: Ability to work rotating shifts, including evenings, weekends, and holidays, in order to support customers 24/7. Preferred Qualifications In addition to the essential qualifications and requirements, the following skills and qualifications are preferred: Bilingualism: Proficiency in Spanish or other languages is a plus. Technical Expertise: Familiarity with networking concepts and experience with advanced technologies. Certifications: Relevant certifications, such as CompTIA A+ or Cisco CCNA, are an asset. Career Growth and Development Opportunities At arenaflex, we are committed to the growth and development of our employees. As a customer service representative, you will have access to a range of training and development opportunities, including: Technical Training: Ongoing training and support to develop your technical skills and expertise. Soft Skills Development: Training and coaching to enhance your communication, problem-solving, and customer service skills. Career Advancement: Opportunities for career advancement and professional growth within the company. 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, customer-centricity, and teamwork, and we strive to create a work environment that is engaging, inclusive, and rewarding. As a member of our team, you can expect: Collaborative Team Environment: A dynamic and supportive team environment that encourages collaboration and creativity. Recognition and Rewards: Recognition and rewards for outstanding performance and contributions to the team. Work-Life Balance: A commitment to work-life balance and flexible scheduling to support your personal and professional needs. Compensation and Benefits arenaflex offers a competitive compensation package, including an hourly rate of $15.00 - $18.00 per hour, depending on experience. In addition to your hourly rate, you will also be eligible for a range of benefits, including: Health and Dental Benefits: Comprehensive health and dental benefits to support your physical and mental well-being. Retirement Savings Plan: A retirement savings plan to help you plan for your future. Generous paid time off, including vacation days, sick leave, and holidays. Conclusion If you are a motivated and customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity. As a customer service representative at arenaflex, you will have the chance to work with a dynamic and supportive team, develop your skills and expertise, and contribute to the success of our organization. Don't miss out on this opportunity to take your career to the next level and make a difference in the lives of our customers. Apply now to join our team and start your journey with arenaflex! Apply for this job