Experienced Customer Service Representative – Remote Support Team

Join arenaflex, a forward-thinking technology company, as we continue to revolutionize the way we deliver top-notch customer service in a dynamic, fast-paced, and engaging work environment. We're seeking a motivated individual with a customer-first attitude to join our 24/7 growing call center team.

About arenaflex

arenaflex is a technology company dedicated to providing innovative solutions for internet-related challenges. Our team is passionate about helping customers solve their technical difficulties, and we're seeking a motivated individual to join our support team. With a focus on customer satisfaction, we strive to deliver exceptional service in a fast-paced and engaging work environment.

Job Summary

As a Level 1 Customer Service Representative, you will serve as the initial point of contact for customers seeking technical help. Your responsibilities will include troubleshooting problems, offering effective solutions, and ensuring customer satisfaction using advanced platforms like Freshdesk, Sonar, and other cutting-edge tools.

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.

Shifts and Work Environment

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. As a remote position, you will work from the comfort of your own home, preferably near Plainview, NY.

Compensation and Employment Details

* Hourly rate: $15 - $18 per hour.

• Paid training.
• Temporary with Potential for Full-Time based on performance and business needs.
• Remote position with the flexibility to work from home.

Why Join arenaflex?

* Opportunity to work with a dynamic and innovative technology company.

• Collaborative and fast-paced work environment.
• Comprehensive training and development programs.
• Competitive compensation and benefits package.
• Flexible work arrangements, including remote work options.

Ready to Make a Difference?

If you're passionate about helping customers and want to join a team that values innovation and customer satisfaction, we want to hear from you. Apply now to join our support team and take the next step in your professional journey!

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