Experienced Remote Customer Service Representative - Technical Support Specialist for 24/7 Internet and Networking Solutions

Introduction to Workwarp

Imagine being part of a fast-growing technology company that is revolutionizing the way technical support and customer service are delivered. At Workwarp, we are committed to providing top-tier solutions that exceed our customers' expectations. We are now seeking an experienced and skilled Customer Service Representative to join our team as a Technical Support Specialist. This is a unique opportunity to work from home and be part of a dynamic team that values innovation, collaboration, and exceptional customer service.

Job Summary

As a Customer Service Representative - Technical Support Specialist, you will play a critical role in our 24/7 remote call center, providing advanced technical support and exceptional customer service to our clients. Your expertise in technical troubleshooting, combined with your excellent communication skills, will enable you to resolve complex connectivity issues, manage account permissions, and leverage advanced tools to ensure customer satisfaction and swift resolutions. If you are passionate about delivering high-quality technical support in a collaborative environment, we want to hear from you!

Key Responsibilities

• Technical Support: Diagnose and resolve customer issues related to internet connectivity, networking, and devices, including Level 2 support and managing account permissions.
• Utilization of Advanced Tools: Leverage tools such as Fresh Desk, Sonar CRM, and networking platforms (e.g., Rancid, Tacacs+, Radius) to resolve complex connectivity issues and enhance support quality.
• Customer Support: Offer professional and timely assistance to customers experiencing technical difficulties, communicating clear and actionable solutions via chat, email, and support tickets.
• Ticket Management: Document all interactions accurately using Fresh Desk, ensuring timely follow-up within SLAs, and track, prioritize, and resolve tickets effectively to maintain customer satisfaction.
• Escalation & Collaboration: Escalate unresolved or complex issues to network operations or IT teams when necessary, and collaborate with cross-functional teams to ensure seamless issue resolution.
• Quality Assurance: Maintain compliance with company policies and service standards, and actively participate in quality assurance programs to improve processes and outcomes.

Essential Qualifications

• 1+ years of customer service and technical support experience, preferably in a call center or IT support role.
• Proficiency with networking concepts, permissions management, and ticketing systems (e.g., Fresh Desk, Sonar CRM).
• Strong written and verbal communication skills, with an ability to explain technical solutions clearly.
• Availability for overnight shifts, weekends, and a rotating schedule.
• Bilingual (Spanish/ English) is a plus.

Preferred Qualifications

• Experience working in a 24/7 remote call center environment.
• Advanced knowledge of internet connectivity, networking, and devices.
• Certifications in technical support or a related field (e.g., CompTIA A+, Network+).
• Experience with quality assurance programs and process improvement initiatives.

Skills and Competencies

• Technical Skills: Proficiency with networking concepts, permissions management, and ticketing systems.
• Communication Skills: Excellent written and verbal communication skills, with an ability to explain technical solutions clearly.
• Problem-Solving Skills: Strong analytical and problem-solving skills, with an ability to resolve complex technical issues.
• Collaboration and Teamwork: Ability to work collaboratively with cross-functional teams to ensure seamless issue resolution.
• Adaptability and Flexibility: Ability to work in a fast-paced, dynamic environment, with flexibility for rotating shifts and overnight work.

Career Growth Opportunities and Learning Benefits

At Workwarp, we are committed to the growth and development of our employees. As a Customer Service Representative - Technical Support Specialist, you will have access to ongoing professional development and learning opportunities, including training programs, workshops, and conferences. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional technical support and customer service.

Work Environment and Company Culture

Our company culture is built on the values of innovation, collaboration, and exceptional customer service. We believe in creating a work environment that is dynamic, supportive, and inclusive, where employees can thrive and grow. As a remote employee, you will be part of a virtual team that is connected through technology and a shared commitment to excellence.

Compensation, Perks, and Benefits

We offer a competitive hourly rate of $16 - $18 per hour, paid training, and temporary employment with potential for full-time based on performance and business needs. You will also have access to a range of perks and benefits, including opportunities for professional development and growth, a dynamic and supportive work environment, and a sense of pride and fulfillment that comes from delivering exceptional technical support and customer service.

Conclusion

If you are a motivated and skilled Customer Service Representative with a passion for technical support and customer service, we encourage you to apply for this exciting opportunity. As a Technical Support Specialist, you will be part of a dynamic team that is committed to delivering exceptional technical support and customer service to our clients. Don't miss out on this chance to join a fast-growing technology company and take your career to the next level. Apply now and become part of the Workwarp team!

How to Apply

Ready to join us? The first step is easy. Click apply now and we'll be in touch soon! Please submit your application, including your resume and a cover letter, to be considered for this exciting opportunity. We look forward to hearing from you!