Experienced Full Stack Customer Service Representative – 24/7 Remote Support Team

Join blithequark's dynamic and forward-thinking support team as a Level 1 Customer Service Representative, where you'll be the initial point of contact for customers seeking technical help. As a key member of our 24/7 remote support team, you'll be responsible for providing top-notch customer service, troubleshooting problems, and ensuring customer satisfaction using advanced platforms like Freshdesk, Sonar, and more.

About blithequark

blithequark is a cutting-edge technology company dedicated to delivering exceptional customer experiences in a fast-paced and engaging work environment. Our team is passionate about helping customers overcome internet-related challenges, and we're seeking a motivated individual with a customer-first attitude to join our ranks.

Job Summary

As a Level 1 Customer Service Representative, you'll serve as the initial point of contact for customers seeking technical help. Your responsibilities will include: ### Key Responsibilities #### Customer Support

• Provide outstanding customer service to users experiencing internet-related technical difficulties.
• Respond quickly and professionally to incoming calls, emails, and support tickets.
• Diagnose and resolve issues related to internet connectivity, service disruptions, and account management.
• Guide customers through step-by-step troubleshooting procedures.

#### Ticket Management

• Use Freshdesk to log, track, and prioritize customer inquiries and technical issues.
• Accurately document customer interactions and solutions in the ticketing system.
• Efficiently manage ticket queues to meet service level agreements (SLAs).

#### Technical Expertise

• Access and update customer information using Sonar CRM.
• Utilize platforms like Rancid, Tacacs+, Radius, LibreMS, GenieACS, Ruckus SmartZone Controller, and Unifi for comprehensive support.
• Stay updated on product features, system updates, and industry best practices.

#### Escalation and Collaboration

• Escalate complex technical issues to higher support levels when necessary.
• Collaborate with network operations, engineering, and IT support teams to resolve escalated issues.
• Provide customers with status updates and ensure timely issue resolution.

#### Quality Assurance

• Follow established procedures and service standards to deliver high-quality support.
• Participate in quality assurance activities, including call monitoring and ticket reviews, to enhance service delivery.

### 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 Freshdesk and CRM systems such as Sonar.
• Ability to efficiently troubleshoot and resolve technical issues.
• Familiarity with networking concepts.
• 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.

### Shifts and Work Environment This job requires working rotating shifts to support customers and requires flexibility. Work hours vary and can be subject to changes based on business requirements. You'll be working in a remote setting, but you'll be part of a supportive and collaborative team that's passionate about delivering exceptional customer experiences. ### Why You'll Love Working with blithequark

• Join a dynamic and forward-thinking support team.
• Collaborate with a supportive and collaborative team.
• Enjoy a fast-paced and engaging work environment.
• Take advantage of opportunities for career growth and professional development.
• Enjoy a competitive hourly rate of $15.00 - $18.00 an hour.

### How to Apply If you're passionate about helping customers and want to join a team that's dedicated to delivering exceptional customer experiences, we want to hear from you. Apply now to join blithequark's remote support team and take the next step in your professional journey!

Job Type:

Contract

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