Experienced Customer Service Representative for Remote Call Center Operations – Technical Support and Troubleshooting Expertise Required

Welcome to blithequark: A Forward-Thinking Technology Company

At blithequark, we are dedicated to providing top-notch customer service in a dynamic, fast-paced, and engaging work environment. Our team is passionate about helping customers solve their internet-related challenges, and we are seeking a motivated individual with a customer-first attitude to join our tech-savvy support team. As a leader in the technology industry, blithequark is committed to delivering exceptional service and support to our customers, and we are excited to offer a new and exciting opportunity for a Customer Service Representative to join our 24/7 call center team.

About Our Team and Culture

Our team at blithequark is built on the principles of collaboration, innovation, and customer satisfaction. We believe in fostering a supportive and inclusive work environment that encourages our team members to grow, learn, and thrive. As a remote team, we are committed to staying connected and engaged, and we offer a range of tools and resources to support our team members in their work. If you are a motivated and customer-focused individual who is passionate about technology and customer service, we invite you to join our team and be a part of our mission to deliver exceptional service and support to our customers.

Job Summary

As a Level 1 Customer Service Representative at blithequark, you will serve as the initial point of contact for customers seeking technical help. Your responsibilities will include troubleshooting problems, offering effective solutions, and ensuring customer satisfaction using tools like Freshdesk, Sonar, and other advanced platforms. You will be working in a fast-paced, dynamic environment, and will be required to think critically and creatively to resolve complex technical issues. If you have a passion for customer service, a knack for troubleshooting, and a desire to work in a collaborative and supportive team environment, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Customer Support: Provide outstanding customer service to users experiencing internet-related technical difficulties, responding quickly and professionally to incoming calls, emails, and support tickets.
• Ticket Management: Use Freshdesk to log, track, and prioritize customer inquiries and technical issues, accurately documenting customer interactions and solutions in the ticketing system.
• Technical Expertise: Access and update customer information using Sonar CRM, and utilize platforms like Rancid, Tacacs+, Radius, LibreMS, GenieACS, Ruckus SmartZone Controller, and Unifi for comprehensive support.
• Escalation and Collaboration: Escalate complex technical issues to higher support levels when necessary, collaborating with network operations, engineering, and IT support teams to resolve escalated issues.
• Quality Assurance: Follow established procedures and service standards to deliver high-quality support, participating in quality assurance activities, including call monitoring and ticket reviews, to enhance service delivery.

Qualifications and Requirements

To be successful in this role, you will need to have an Associate's degree, Bachelor's degree, or relevant work experience, as well as previous experience in a customer service role, ideally in a call center or help desk environment. You will also need to have basic troubleshooting skills for internet connectivity, computers, and devices, as well as proficiency in using ticketing systems like Fresh Desk and CRM systems such as Sonar. Excellent verbal and written communication skills, with a focus on customer satisfaction, are also essential, as is the ability to work collaboratively in a team environment and adapt to a fast-paced setting.

Essential Qualifications

• Associate's degree, Bachelor's degree, or relevant work experience
• Previous experience in a customer service role, ideally in a call center or help desk environment
• Basic troubleshooting skills for internet connectivity, computers, and devices
• Proficiency in using ticketing systems like Fresh Desk and CRM systems such as Sonar
• 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

Preferred Qualifications

• Familiarity with networking concepts
• Experience working in a remote or virtual team environment
• Knowledge of industry best practices and trends in customer service and technical support
• Certifications or training in customer service, technical support, or a related field

What We Offer

At blithequark, we are committed to offering a competitive compensation and benefits package to our team members. This includes an hourly rate of $15.00 - $18.00 an hour, as well as opportunities for career growth and professional development. We also offer a range of perks and benefits, including flexible working hours, remote work options, and access to the latest tools and technologies. If you are looking for a challenging and rewarding role in a dynamic and supportive team environment, we encourage you to apply for this exciting opportunity.

Work Environment and Company Culture

At blithequark, we are proud of our supportive and collaborative team culture. We believe in fostering a positive and inclusive work environment that encourages our team members to grow, learn, and thrive. We offer a range of tools and resources to support our team members in their work, including training and development programs, mentorship opportunities, and access to the latest technologies and trends. If you are looking for a company that values its team members and is committed to delivering exceptional service and support to its customers, we invite you to join our team and be a part of our mission.

How to Apply

If you are a motivated and customer-focused individual who is passionate about technology and customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to be considered for this role. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Conclusion

At blithequark, we are committed to delivering exceptional service and support to our customers, and we are excited to offer this new and exciting opportunity for a Customer Service Representative to join our 24/7 call center team. If you are a motivated and customer-focused individual who is passionate about technology and customer service, we invite you to join our team and be a part of our mission. Apply now to take the next step in your professional journey and be a part of a dynamic and supportive team environment that values its team members and is committed to delivering exceptional results.