Customer Service Representative ? Remote, 24/7 - must live in NY or FL

Exciting Opportunity: Join a New 24/7 Remote Call Center!

Must reside in either NY or FL.

About Us:

Join a fast-growing technology company committed to delivering top-tier technical support and exceptional customer service. We?re seeking a Customer Service Representative with strong technical troubleshooting skills to assist customers with internet-related issues and account management. This is a fully remote position supporting 24/7 operations, including weekends. If you excel at technical problem-solving and customer engagement, we want to hear from you!

Job Summary:

As a Customer Service Representative, you will go beyond basic troubleshooting to include Level 2 support, managing account permissions, and leveraging advanced tools to resolve complex connectivity issues. You?ll handle customer chats and tickets with expertise, ensuring satisfaction and swift resolutions.

Key Responsibilities:

Technical Support:
? Diagnose and resolve customer issues related to internet connectivity, networking, and devices.
? Provide Level 2 support, including advanced troubleshooting and managing account permissions.
? Utilize tools such as Fresh Desk, Sonar CRM, and networking platforms (e.g., Rancid, Tacacs+, Radius).
? Stay updated on system updates and services to enhance support quality.

Customer Support:
? Offer professional and timely assistance to customers experiencing technical difficulties.
? Communicate clear and actionable solutions via chat, email, and support tickets.
? Deliver outstanding customer service with a focus on technical accuracy and efficiency.

Ticket Management:
? Document all interactions accurately using Fresh Desk and ensure timely follow-up within SLAs.
? Track, prioritize, and resolve tickets effectively to maintain customer satisfaction.

Escalation & Collaboration:
? Escalate unresolved or complex issues to network operations or IT teams when necessary.
? Collaborate with cross-functional teams to ensure seamless issue resolution.

Quality Assurance:
? Maintain compliance with company policies and service standards.
? Actively participate in quality assurance programs to improve processes and outcomes.

Qualifications: ? 1+ years of customer service and technical support experience, preferably in a call center or IT support role. ? Proficiency with networking concepts, permissions management, and ticketing systems (e.g., Fresh Desk, Sonar CRM). ? Strong written and verbal communication skills, with an ability to explain technical solutions clearly. ? Availability for overnight shifts, weekends, and a rotating schedule. ? Bilingual (Spanish/ English) is a plus.

Why You?ll Love Working With Us:
? Be part of a dynamic team that values innovation and collaboration.
? Enjoy ongoing professional development and learning opportunities.
? Make an impact by delivering exceptional technical support to customers.

Compensation and Employment Details:
? Hourly Rate: $16 - $18 per hour.
? Paid training provided.
? Temporary with potential for full-time based on performance and business needs.
? Remote position (preferably near Plainview, NY).

Schedule:
? 24/7 operations, including weekends.
? Flexibility for rotating shifts is required.

If you?re passionate about delivering high-quality technical support in a collaborative environment, apply now!