At arenaflex, we're committed to delivering exceptional customer experiences through our innovative technology solutions. As a dynamic and growing company, we're seeking a motivated and bilingual (Spanish/English) Customer Service Representative to join our 24/7 call center team. This is a fully remote position, offering flexibility and the opportunity to work with a collaborative and supportive team.
**About arenaflex**
arenaflex is a leading technology company dedicated to providing cutting-edge solutions for internet and connectivity services. Our mission is to empower customers with seamless and efficient support, ensuring they can focus on what matters most. As a customer-centric organization, we're passionate about delivering top-tier service and building long-lasting relationships with our customers.
**Job Summary**
As a Level 1 Customer Service Representative, you will play a vital role in handling customer chats, troubleshooting internet and connectivity issues, and providing excellent customer service. You'll utilize tools like Fresh Desk and Sonar to assist customers with step-by-step solutions, leveraging your strong written communication skills to create clear and concise instructions.
**Key Responsibilities**
* **Customer Support**
+ Provide timely and professional assistance to customers experiencing technical difficulties related to internet services.
+ Respond to chats, support tickets, and emails efficiently, helping customers resolve connectivity and account issues.
+ Offer step-by-step troubleshooting for internet and device-related problems.
* **Ticket Management**
+ Use Fresh Desk to log and track customer interactions.
+ Manage customer inquiries within service level agreements (SLAs).
+ Document solutions and interactions accurately.
* **Technical Support**
+ Access and update customer accounts using Sonar CRM.
+ Utilize networking tools like Rancid, Tacacs+, Radius, and others to support customers.
+ Stay informed about system updates and new products to provide effective support.
* **Escalation & Collaboration**
+ Escalate unresolved technical issues to higher-level support as needed.
+ Collaborate with network operations and IT teams for complex troubleshooting.
+ Keep customers updated on the status of their issues until resolution.
* **Quality Assurance**
+ Adhere to company procedures and service standards.
+ Participate in quality assurance activities to improve customer service.
**Qualifications**
* 3+ years of customer service experience, preferably in a call center.
* Familiarity with internet troubleshooting, networking concepts, and ticketing systems (Fresh Desk, Sonar CRM).
* Strong written and verbal communication skills.
* Ability to work overnight shifts, weekends, and rotating schedules.
* Bilingual (Spanish/English) language proficiency.
**Why You'll Love Working With Us**
* Join a collaborative and supportive team.
* Ongoing learning and development opportunities.
* Competitive hourly rate: $15 - $18 per hour.
* Paid training.
* Temporary with Potential for Full-Time based on performance and business needs.
* Remote position (preferably near Plainview, NY).
**Schedule**
* 24/7 including weekends.
* Flexibility for rotating shifts.
**Compensation and Benefits**
* Competitive hourly rate: $15 - $18 per hour.
* Paid training.
* Temporary with Potential for Full-Time based on performance and business needs.
* Remote position (preferably near Plainview, NY).
**How to Apply**
If you're passionate about providing excellent customer service and are looking for an opportunity in a dynamic environment, apply now! We're eager to hear from talented candidates like you.
**Are You the One We're Looking For?**
If you believe you have what it takes, submit your application without delay. We're keen to hear from talented candidates like you.