Experienced Customer Service Representative for 24/7 Technical Support - Remote Opportunity at blithequark

Join the blithequark Team: Revolutionizing Customer Support in the Tech Industry

blithequark is a pioneering technology company that's redefining the customer service landscape. We're on a mission to provide top-tier support to our customers, ensuring they have a seamless experience with their internet-related services. As a forward-thinking organization, we're committed to fostering a dynamic, fast-paced, and engaging work environment that empowers our team to deliver exceptional results. If you're passionate about delivering outstanding customer service and are looking for a new challenge, we invite you to join our tech-savvy support team at blithequark.

About the Role: Level 1 Customer Service Representative

We're seeking a highly motivated and customer-centric individual to join our team as a Level 1 Customer Service Representative. As the initial point of contact for our customers, you'll play a critical role in troubleshooting technical issues, providing effective solutions, and ensuring customer satisfaction. This is a fantastic opportunity to be part of a 24/7 call center environment where you'll work collaboratively with a talented team to make a real difference in the lives of our customers.

Key Responsibilities

Customer Support

• Provide exceptional customer service to users experiencing internet-related technical difficulties, responding promptly and professionally to incoming calls, emails, and support tickets.
• Diagnose and resolve issues related to internet connectivity, service disruptions, and account management, guiding customers through step-by-step troubleshooting procedures.
• Utilize advanced platforms like Freshdesk, Sonar, and other specialized tools to deliver effective solutions and ensure customer satisfaction.

Ticket Management

• Log, track, and prioritize customer inquiries and technical issues using Freshdesk, ensuring accurate documentation of customer interactions and solutions.
• Efficiently manage ticket queues to meet service level agreements (SLAs), demonstrating a commitment to timely issue resolution.

Technical Expertise

• Access and update customer information using Sonar CRM, leveraging your technical knowledge to provide comprehensive support.
• Utilize platforms like Rancid, Tacacs+, Radius, LibreMS, GenieACS, Ruckus SmartZone Controller, and Unifi to troubleshoot and resolve complex technical issues.
• Stay up-to-date on product features, system updates, and industry best practices to ensure you're equipped to handle a wide range of customer inquiries.

Escalation and Collaboration

• Escalate complex technical issues to higher support levels when necessary, collaborating with network operations, engineering, and IT support teams to resolve escalated issues.
• Provide customers with status updates and ensure timely issue resolution, demonstrating a commitment to customer satisfaction.

Quality Assurance

• Follow established procedures and service standards to deliver high-quality support, participating in quality assurance activities like call monitoring and ticket reviews to enhance service delivery.

Qualifications and Requirements

To succeed in this role, you'll need:

• An Associate's degree, Bachelor's degree, or relevant work experience, demonstrating a strong foundation in customer service and technical support.
• Previous experience in a customer service role, ideally in a call center or help desk environment, where you've developed strong troubleshooting skills and a customer-first attitude.
• Proficiency in using ticketing systems like Freshdesk and CRM systems such as Sonar, with the ability to efficiently troubleshoot and resolve technical issues.
• Familiarity with networking concepts and a willingness to stay up-to-date on industry developments.
• Excellent verbal and written communication skills, with a focus on delivering exceptional customer satisfaction.
• The ability to work collaboratively in a team environment, adapting to a fast-paced setting with ease.

While not essential, the following skills and qualifications are highly desirable:

• Experience with advanced technical platforms like Rancid, Tacacs+, Radius, LibreMS, GenieACS, Ruckus SmartZone Controller, and Unifi.
• A strong understanding of internet-related technologies and networking concepts.
• A proven track record of delivering exceptional customer service in a fast-paced, dynamic environment.

What to Expect at blithequark

At blithequark, we're committed to fostering a supportive and collaborative team environment that empowers our customer service representatives to deliver exceptional results. As a member of our team, you can expect:

• A dynamic, fast-paced work environment that's both engaging and challenging.
• Ongoing training and development opportunities to help you stay up-to-date on industry developments and enhance your technical skills.
• A collaborative team culture that encourages knowledge sharing and teamwork.
• A competitive hourly rate of $15.00 - $18.00 per hour, depending on your experience and qualifications.
• The flexibility to work rotating shifts as part of our 24/7 call center environment, with varying work hours subject to change based on business requirements.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our team members grow and develop in their careers. As a Customer Service Representative, you'll have access to ongoing training and development opportunities that will help you enhance your technical skills and advance in your career. Our team is dedicated to supporting your professional growth, and we're excited to see the impact you'll make in this role.

Compensation, Perks, and Benefits

We offer a comprehensive compensation package that includes a competitive hourly rate, as well as a range of benefits and perks designed to support your well-being and career growth. While the specifics of our benefits package are subject to change, we're committed to providing a supportive and inclusive work environment that values the contributions of our team members.

Ready to Make a Difference?

If you're passionate about delivering exceptional customer service and are looking for a new challenge, we invite you to join our team at blithequark. As a Customer Service Representative, you'll play a critical role in troubleshooting technical issues, providing effective solutions, and ensuring customer satisfaction. Apply now to take the next step in your professional journey and discover the rewards of working with a forward-thinking technology company that's shaping the future of customer support.

Contract Opportunity: We're looking for a motivated individual to join our team on a contract basis, with the potential for future opportunities and growth within the organization.