Experienced Customer Service Representative – Technical Support Specialist (Remote 24/7) – Florida or New York Residents
Join arenaflex, a fast-growing technology company, in delivering top-tier technical support and exceptional customer service. We're seeking a skilled Customer Service Representative with strong technical troubleshooting skills to assist customers with internet-related issues and account management in a fully remote position supporting 24/7 operations, including weekends. If you excel at technical problem-solving and customer engagement, we want to hear from you!
About arenaflex
arenaflex is a dynamic technology company committed to revolutionizing the way people interact with technology. Our mission is to provide innovative solutions that make a real difference in people's lives. We're a team of passionate individuals who value collaboration, innovation, and customer satisfaction. We're looking for like-minded professionals to join our team and contribute to our growth.
Job Summary
As a Customer Service Representative at arenaflex, you will be the face of our company, providing exceptional technical support to our customers. You'll be responsible for troubleshooting and resolving complex connectivity issues, managing account permissions, and leveraging advanced tools to deliver swift and satisfactory resolutions. You'll handle customer chats and tickets with expertise, ensuring customer satisfaction and loyalty.
Key Responsibilities
### Technical Support
- Diagnose and resolve customer issues related to internet connectivity, networking, and devices.
- Provide Level 2 support, including advanced troubleshooting and managing account permissions.
- Utilize tools such as Fresh Desk, Sonar CRM, and networking platforms (e.g., Rancid, Tacacs+, Radius).
- Stay updated on system updates and services to enhance support quality.
### Customer Support
- Offer professional and timely assistance to customers experiencing technical difficulties.
- Communicate clear and actionable solutions via chat, email, and support tickets.
- Deliver outstanding customer service with a focus on technical accuracy and efficiency.
### Ticket Management
- Document all interactions accurately using Fresh Desk and ensure timely follow-up within SLAs.
- 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.
- Collaborate with cross-functional teams to ensure seamless issue resolution.
### Quality Assurance
- Maintain compliance with company policies and service standards.
- 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 with advanced networking platforms and tools.
- Knowledge of cloud-based services and infrastructure.
- Familiarity with quality assurance processes and metrics.
Why You'll Love Working With Us
* Be part of a dynamic team that values innovation and collaboration.
- Enjoy ongoing professional development and learning opportunities.
- Make an impact by delivering exceptional technical support to customers.
- Work in a remote environment with flexibility and autonomy.
- Participate in company-wide initiatives and events.
Compensation and Employment Details
* Hourly Rate: $16 - $18 per hour.
- Paid training provided.
- Temporary with potential for full-time based on performance and business needs.
- Remote position (preferably near Plainview, NY).
Schedule
* 24/7 operations, including weekends.
- Flexibility for rotating shifts is required.
How to Apply
If you're passionate about delivering high-quality technical support in a collaborative environment, apply now! arenaflex is an equal opportunities employer, and we welcome applications from diverse candidates. Apply for this job