Experienced Full Stack Customer Service Representative – 24/7 Call Center Operations with Bi-lingual Spanish Skills

Join the blithequark Team: Delivering Exceptional Customer Experiences in a Dynamic 24/7 Call Center Environment

blithequark is a pioneering technology company that prides itself on providing top-notch customer service in a fast-paced and engaging work environment. We're passionate about helping customers overcome internet-related challenges, and we're looking for a motivated individual with a customer-first attitude to join our team. As a Customer Service Representative, you will be the initial point of contact for customers seeking technical help, providing effective solutions, and ensuring customer satisfaction.

About Our Team and Culture

At blithequark, we're dedicated to fostering a supportive and collaborative work environment that encourages growth, learning, and innovation. Our team is comprised of passionate individuals who share a common goal: to deliver exceptional customer experiences. We offer a dynamic and fast-paced work environment that requires flexibility, adaptability, and a customer-first mindset.

Job Summary

As a Level 1 Customer Service Representative, you will serve as the primary point of contact for customers experiencing technical difficulties. Your responsibilities will include troubleshooting problems, offering effective solutions, and ensuring customer satisfaction using advanced tools and platforms.

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

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 Freshdesk and CRM systems such as Sonar.
• Ability to efficiently troubleshoot and resolve technical issues.
• Familiarity with networking concepts.
• 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:

• Bi-lingual Spanish skills.
• Experience working in a 24/7 call center environment.
• Familiarity with advanced technical platforms and tools.

Work Environment and Shifts

This job requires working rotating shifts to support customers 24/7, and flexibility is required. Work hours vary and may change based on business requirements.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our team members grow and develop their skills. We offer:

• Ongoing training and development programs.
• Opportunities for career advancement and growth.
• A collaborative and supportive work environment.

Compensation and Benefits

This position offers an hourly rate of $15.00 - $18.00 an hour. We also offer a range of benefits, including:

• Competitive compensation.
• Opportunities for bonuses and incentives.
• A comprehensive benefits package.

Why Join blithequark?

At blithequark, we're passionate about delivering exceptional customer experiences and fostering a supportive and collaborative work environment. By joining our team, you'll have the opportunity to:

• Make a positive impact on customers' lives.
• Develop your skills and advance your career.
• Work with a talented and dedicated team.

Ready to Make a Difference?

If you're passionate about helping customers and delivering exceptional service, we want to hear from you. Apply now to join the blithequark team and take the next step in your professional journey!