Customer Service Representative - Remote - 24/7 Call Center Opportunity

**Job Highlights:

• Company: Workwarp
• Position: Customer Service Representative - Remote
• Location: Remote (with a preference for Plainview, NY)
• Start Date: Immediate openings available
• Compensation: $15 - $18 per hour, with paid training and potential for full-time employment

About Us:

Join our innovative, tech-savvy support team at Workwarp, a forward-thinking technology company dedicated to delivering top-notch customer service in a dynamic and fast-paced environment. We're passionate about helping customers solve their internet-related challenges and are seeking a motivated individual with a customer-first attitude to join our 24/7 call center team.

Job Summary:

As a Level 1 Customer Service Representative, you will be the initial point of contact for customers seeking technical help. You will troubleshoot problems, offer effective solutions, and ensure customer satisfaction using advanced tools like Freshdesk, Sonar, and other 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:

• 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.

Schedule and Compensation:

• This is a remote position with rotating shifts to support customers 24/7.
• Flexibility is required, with work hours varying and potentially changing based on business requirements.
• Competitive hourly rate: $15 - $18 per hour.
• Paid training provided.
• Temporary position with potential for full-time employment based on performance and business needs.

Ready to Make a Difference?

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

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