**Experienced Customer Service Representative – Remote Call Center Support**

Join blithequark's dynamic and forward-thinking team as a Customer Service Representative, where you'll play a vital role in delivering exceptional customer experiences in a fast-paced, tech-savvy environment. As a key member of our 24/7 call center support team, you'll be the initial point of contact for customers seeking technical help, troubleshooting problems, and offering effective solutions to ensure customer satisfaction. **About blithequark** At blithequark, we're passionate about providing top-notch customer service in a dynamic and engaging work environment. Our team is dedicated to helping customers solve their internet-related challenges, and we're seeking a motivated individual with a customer-first attitude to join our team. As a forward-thinking technology company, we're committed to innovation, collaboration, and continuous learning. **Job Summary** As a Level 1 Customer Service Representative, you'll serve as the initial point of contact for customers seeking technical help. Your responsibilities will include: ### 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 * **Education** + Associate's degree, Bachelor's degree, or relevant work experience. * **Experience** + Previous experience in a customer service role, ideally in a call center or help desk environment. * **Skills** + 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 and requires flexibility. Work hours vary and can be subject to changes based on business requirements. As a remote employee, you'll have the opportunity to work from the comfort of your own home, with access to a dedicated workspace and the necessary tools to perform your job duties. ### Why You'll Love Working with blithequark * **Supportive and Collaborative Team** + Join a team that values collaboration, open communication, and mutual respect. * **Opportunities for Growth and Development** + Take advantage of training and development opportunities to enhance your skills and advance your career. * **Competitive Compensation and Benefits** + Enjoy a competitive hourly rate of $15.00 - $18.00 an hour, with opportunities for bonuses and benefits. ### How to Apply If you're passionate about helping customers and want to join a dynamic and forward-thinking team, apply now to become a Customer Service Representative at blithequark. We can't wait to hear from you! Apply Job! Apply for this job