Exciting New Opportunity: Join Our Expanding 24/7 Call Center Team!

About Us: Join a dynamic and growing technology company committed to delivering excellent customer service. We're seeking a motivated, bilingual (Spanish/English) Customer Service Representative who can assist customers with their internet-related issues. This is a fully remote position, working overnights (11 PM - 8 AM) and weekends. If you’re a quick learner with strong communication skills and enjoy providing top-tier support, we want to hear from you!

Job Summary: As a Level 1 Customer Service Representative, you will handle customer chats, troubleshooting internet and connectivity issues while providing excellent customer service. You’ll use tools like Fresh Desk and Sonar to assist customers with step-by-step solutions. Strong written communication skills are essential for creating clear and concise instructions.

Key Responsibilities:

Customer Support:

• Provide timely and professional assistance to customers experiencing technical difficulties related to internet services.
• Respond to chats, support tickets, and emails efficiently, helping customers resolve connectivity and account issues.
• Offer step-by-step troubleshooting for internet and device-related problems.

Ticket Management:

• Use Fresh Desk to log and track customer interactions.
• Manage customer inquiries within service level agreements (SLAs).
• Document solutions and interactions accurately.

Technical Support:

• Access and update customer accounts using Sonar CRM.
• Utilize networking tools like Rancid, Tacacs+, Radius, and others to support customers.
• Stay informed about system updates and new products to provide effective support.

Escalation & Collaboration:

• Escalate unresolved technical issues to higher-level support as needed.
• Collaborate with network operations and IT teams for complex troubleshooting.
• Keep customers updated on the status of their issues until resolution.

Quality Assurance:

• Adhere to company procedures and service standards.
• Participate in quality assurance activities to improve customer service.

Qualifications:

• Bilingual (Spanish/English) required.
• 3+ years of customer service experience, preferably in a call center.
• Familiarity with internet troubleshooting, networking concepts, and ticketing systems (Fresh Desk, Sonar CRM).
• Strong written and verbal communication skills.
• Ability to work overnight shifts, weekends, and rotating schedules.

Why You’ll Love Working With Us:

• Join a collaborative and supportive team.
• Ongoing learning and development opportunities.
• Temp-to-hire opportunity based on performance.

Compensation & Benefits:

• Hourly rate: $15 - $18 per hour.
• Paid training.
• Temp to Full-time: 40 hours per week.
• Remote position (preferably near Plainview, NY, or out of state).

Schedule:

• Overnight shift (11 PM - 8 AM), including weekends.
• Flexibility for rotating shifts.

If you’re passionate about providing excellent customer service and are looking for an opportunity to grow in a dynamic environment, apply now!