Experienced Full Stack Customer Service Representative – Internet and Connectivity Support
At arenaflex, we're committed to delivering exceptional customer experiences through our innovative technology solutions. As a dynamic and growing company, we're seeking a motivated and bilingual (Spanish/English) Customer Service Representative to join our 24/7 call center team. This is a fully remote position, offering flexibility and the opportunity to work with a collaborative and supportive team.
About arenaflex
arenaflex is a leading technology company dedicated to providing cutting-edge solutions for internet and connectivity services. Our mission is to empower customers with seamless and efficient support, ensuring they can focus on what matters most. As a customer-centric organization, we're passionate about delivering top-tier service and building long-lasting relationships with our customers.
Job Summary
As a Level 1 Customer Service Representative, you will play a vital role in handling customer chats, troubleshooting internet and connectivity issues, and providing excellent customer service. You'll utilize tools like Fresh Desk and Sonar to assist customers with step-by-step solutions, leveraging your strong written communication skills to create 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
* 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.
- Bilingual (Spanish/English) language proficiency.
Why You'll Love Working With Us
* Join a collaborative and supportive team.
- Ongoing learning and development opportunities.
- Competitive hourly rate: $15 - $18 per hour.
- Paid training.
- Temporary with Potential for Full-Time based on performance and business needs.
- Remote position (preferably near Plainview, NY).
Schedule
* 24/7 including weekends.
- Flexibility for rotating shifts.
Compensation and Benefits
* Competitive hourly rate: $15 - $18 per hour.
- Paid training.
- Temporary with Potential for Full-Time based on performance and business needs.
- Remote position (preferably near Plainview, NY).
How to Apply
If you're passionate about providing excellent customer service and are looking for an opportunity in a dynamic environment, apply now! We're eager to hear from talented candidates like you. Apply To This Job
Are You the One We're Looking For?
If you believe you have what it takes, submit your application without delay. We're keen to hear from talented candidates like you. Apply for this job