Job Description
- *Job Summary:**
Join careerzynith, a fast-growing technology company, as a Customer Service Representative – Technical Support Specialist. As a key member of our 24/7 remote call center team, you will provide top-tier technical support and exceptional customer service to our clients. If you excel at technical problem-solving and customer engagement, we want to hear from you!
- *About careerzynith:**
careerzynith is a dynamic technology company committed to delivering innovative solutions and exceptional customer experiences. We're passionate about empowering our customers with cutting-edge technology and outstanding support. Our team is dedicated to fostering a collaborative environment that encourages growth, learning, and innovation.
- *Key Responsibilities:**
As a Customer Service Representative – Technical Support Specialist, you will be responsible for:
- *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.
- Collaborate with cross-functional teams to ensure seamless issue resolution.
- *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.
- *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.
- *Why You'll Love Working With careerzynith:**
- 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 for rotating shifts.
- *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 in Florida or New York).
- *Schedule:**
- 24/7 operations, including weekends.
- Flexibility for rotating shifts is required.
- *What We Offer:**
- Competitive hourly rate
- Paid training and professional development opportunities
- Flexible remote work schedule
- Ongoing learning and growth opportunities
- Collaborative and dynamic work environment
- Potential for full-time employment based on performance and business needs
- *How to Apply:**
If you're passionate about delivering high-quality technical support in a collaborative environment, apply now!
Apply for this job