Job Description
Are you a customer service enthusiast with a passion for technical problem-solving? Do you thrive in fast-paced environments where no two issues are the same? If so, we invite you to join blithequark's dynamic team as a Customer Service Representative – Technical Support Specialist. As a key member of our 24/7 remote call center, you will play a vital role in delivering top-notch technical support and exceptional customer service to our clients. **About blithequark** blithequark is a forward-thinking technology company dedicated to revolutionizing the way businesses interact with their customers. Our commitment to innovation and customer satisfaction has driven our rapid growth, and we're now seeking talented individuals like you to join our team. As a remote employee, you'll enjoy the flexibility to work from anywhere in Florida or New York, while still being part of a dynamic team that values collaboration and continuous learning. **Job Summary** As a Customer Service Representative – Technical Support Specialist, you will be responsible for providing Level 2 technical support, managing account permissions, and leveraging advanced tools to resolve complex connectivity issues. You'll handle customer chats and tickets with expertise, ensuring satisfaction and swift resolutions. This is a unique opportunity to grow your skills, work with cutting-edge technology, and make a real impact on our customers' experiences. **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. **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 blithequark** * 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 from anywhere in Florida or New York, with flexibility to choose your own workspace. * Competitive hourly rate: $16 - $18 per hour. * Paid training provided. * Temporary with potential for full-time based on performance and business needs. **Schedule** * 24/7 operations, including weekends. * Flexibility for rotating shifts is required. If you're passionate about delivering high-quality technical support in a collaborative environment, we encourage you to apply now! Join blithequark's team and take the first step towards a rewarding career in customer service and technical support. **How to Apply** To apply for this exciting opportunity, please visit our website at [insert link]. We can't wait to hear from you! Apply for this job