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

Key Responsibilities

• Customer Support: Provide outstanding customer service to users experiencing internet-related technical difficulties. Respond quickly and professionally to incoming calls, emails, and support tickets. Diagnose and resolve issues related to internet connectivity, service disruptions, and account management. 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. 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. 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. 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 and Requirements

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 have basic troubleshooting skills for internet connectivity, computers, and devices, as well as proficiency in using ticketing systems like Fresh Desk and CRM systems such as Sonar.

In addition to these technical skills, you should have excellent verbal and written communication skills with a focus on customer satisfaction. You should be able to work collaboratively in a team environment and adapt to a fast-paced setting. Familiarity with networking concepts and the ability to efficiently troubleshoot and resolve technical issues are also essential.

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
• 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

Preferred Qualifications:

• Experience working in a 24/7 call center environment
• Familiarity with networking concepts and protocols
• Knowledge of internet-related technical issues and troubleshooting procedures
• Experience with Freshdesk, Sonar, and other advanced platforms

Career Growth Opportunities and Learning Benefits