**Experienced Customer Service Representative - Remote 24/7 Technical Support**
At arenaflex, we're committed to delivering top-tier technical support and exceptional customer service. As a fast-growing technology company, we're seeking a skilled Customer Service Representative to join our team in 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!
**About arenaflex**
arenaflex is a dynamic and innovative company that values collaboration, innovation, and customer satisfaction. We're dedicated to providing cutting-edge technical support and exceptional customer service to our clients. Our team is passionate about making a tangible difference in the lives of our customers, and we're looking for like-minded individuals to join our ranks.
**Job Summary**
As a Customer Service Representative at arenaflex, 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. This is a unique opportunity to join a fast-growing company and make a real impact in the lives of our customers.
**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.
**What We Offer**
* Competitive hourly rate
* Paid training and professional development opportunities
* Temporary position with potential for full-time based on performance and business needs
* Remote work environment with flexibility for rotating shifts
* Ongoing learning and growth opportunities
* Collaborative and dynamic work environment
* Opportunity to make a tangible difference in the lives of our customers
**How to Apply**
If you're passionate about delivering high-quality technical support in a collaborative environment, apply now! We're looking for talented candidates like you to join our team.
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