Customer Service Representative / Remote 24/7, must live in Fl or NY

Exciting Opportunity: Join a New 24/7 Remote Call Center! About Us: Join a fast-growing technology company committed to delivering top-tier technical support and exceptional customer service. We?re seeking a Customer Service Representative with strong technical troubleshooting skills to assist customers with internet-related issues and account management. This is 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! Job Summary: As a Customer Service Representative, you will go beyond basic troubleshooting to include Level 2 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. 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 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. 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. If you?re passionate about delivering high-quality technical support in a collaborative environment, apply now!