Job Description
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. Apply for this job