Experienced Customer Service Representative for 24/7 Remote Call Center Operations – Technical Support and Troubleshooting Expertise Required

Welcome to arenaflex: A Forward-Thinking Technology Company arenaflex is a dynamic and innovative technology company that is dedicated to providing top-notch customer service in a 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 our tech-savvy support team. As a remote position, you will have the flexibility to work from the comfort of your own home while being part of a collaborative and supportive team. About Our 24/7 Call Center Our 24/7 call center is the initial point of contact for customers seeking technical help, and we are committed to delivering exceptional customer service. As a Level 1 Customer Service Representative, you will play a critical role in troubleshooting problems, offering effective solutions, and ensuring customer satisfaction. Our team uses advanced platforms like Freshdesk, Sonar, and other cutting-edge tools to provide comprehensive support to our customers. Job Summary In this role, you will serve as the primary point of contact for customers experiencing internet-related technical difficulties. Your key responsibilities will include providing outstanding customer service, troubleshooting problems, and ensuring customer satisfaction. You will also be responsible for managing tickets, collaborating with other teams, and staying updated on product features and industry best practices. Key Responsibilities Customer Support: Provide exceptional customer service to users experiencing internet-related technical difficulties, respond quickly and professionally to incoming calls, emails, and support tickets, and 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, and 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, and 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, and 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 will need to have an Associate's degree, Bachelor's degree, or relevant work experience in a customer service role, ideally in a call center or help desk environment. You should also have basic troubleshooting skills for internet connectivity, computers, and devices, proficiency in using ticketing systems like Fresh Desk and CRM systems such as Sonar, and excellent verbal and written communication skills with a focus on customer satisfaction. Essential 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 Fresh Desk and CRM systems such as Sonar Preferred Qualifications: Familiarity with networking concepts Ability to efficiently troubleshoot and resolve technical issues 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 Skills and Competencies To excel in this role, you will need to have strong technical skills, excellent communication skills, and the ability to work in a fast-paced environment. You should also be able to troubleshoot complex technical issues, work collaboratively with other teams, and provide exceptional customer service. Technical Skills: Proficiency in using ticketing systems like Fresh Desk and CRM systems such as Sonar Familiarity with networking concepts and internet connectivity Basic troubleshooting skills for computers and devices Soft Skills: 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 Strong problem-solving skills and ability to troubleshoot complex technical issues Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to providing our employees with opportunities for growth and development. As a Customer Service Representative, you will have the opportunity to develop your technical skills, improve your communication skills, and work with a collaborative and supportive team. You will also have access to training and development programs, mentorship, and career advancement opportunities. Work Environment and Company Culture arenaflex is a dynamic and innovative company that values its employees and is committed to providing a supportive and collaborative work environment. Our company culture is built on the principles of teamwork, innovation, and customer satisfaction. We believe in empowering our employees to take ownership of their work, providing them with the tools and resources they need to succeed, and recognizing and rewarding their achievements. Compensation, Perks, and Benefits arenaflex offers a competitive hourly rate of $15.00 - $18.00 per hour, depending on experience. We also offer a range of perks and benefits, including flexible working hours, remote work options, and opportunities for career advancement. Our benefits package includes health insurance, retirement savings plan, and paid time off. Conclusion If you are a motivated and customer-focused individual with a passion for technology and customer service, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at arenaflex, you will have the opportunity to work with a collaborative and supportive team, develop your technical skills, and provide exceptional customer service to our clients. Don't miss out on this opportunity to join a dynamic and innovative company and take the next step in your professional journey. Apply now to become a part of the arenaflex team! Apply for this job