Experienced Customer Service Representative with Call Center Background – Remote Opportunity for Technical Support and Customer Satisfaction Expert

Welcome to arenaflex: A Hub of Innovation and Customer-Centric Solutions arenaflex is a forward-thinking technology company that prides itself on delivering 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 ranks. As a remote customer service representative, you will be the initial point of contact for customers seeking technical help, providing them with effective solutions and ensuring their satisfaction. About Our Team and Culture At arenaflex, we believe in fostering a supportive and collaborative team environment that encourages growth, learning, and innovation. Our team members are passionate about their work and are committed to delivering exceptional customer experiences. We offer a flexible and remote work arrangement that allows you to work from the comfort of your own space, with the opportunity to collaborate with colleagues from diverse backgrounds and expertise. Job Summary: Customer Service Representative In this role, you will serve as the primary point of contact for customers seeking technical assistance with internet-related issues. Your responsibilities will include troubleshooting problems, offering effective solutions, and ensuring customer satisfaction using advanced platforms like Freshdesk, Sonar, and other cutting-edge tools. You will be working in a 24/7 call center environment, providing support to customers across different time zones and regions. 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, utilizing 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 and provide customers with status updates. 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. Essential Qualifications: Associate's degree, Bachelor's degree, or relevant work experience in a customer service role, ideally in a call center or help desk environment. Previous experience in troubleshooting internet connectivity, computers, and devices, with basic knowledge of networking concepts. 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: Experience working in a 24/7 call center environment, with flexibility to work rotating shifts and adapt to changing business requirements. Familiarity with advanced technical platforms and tools, such as Rancid, Tacacs+, Radius, LibreMS, GenieACS, Ruckus SmartZone Controller, and Unifi. Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve technical issues efficiently. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our team members. As a customer service representative, you will have access to ongoing training and development opportunities, including technical skills training, customer service certification programs, and leadership development initiatives. You will also have the opportunity to collaborate with experienced professionals from diverse backgrounds and expertise, learning from their experiences and best practices. Work Environment and Company Culture arenaflex offers a flexible and remote work arrangement that allows you to work from the comfort of your own space. Our company culture is built on the principles of innovation, customer-centricity, and collaboration. We believe in fostering a supportive and inclusive work environment that encourages growth, learning, and creativity. Our team members are passionate about their work and are committed to delivering exceptional customer experiences. Compensation, Perks, and Benefits arenaflex offers a competitive hourly rate of $15.00 - $18.00 per hour, depending on experience and qualifications. As a contract employee, you will have access to a range of benefits, including flexible work arrangements, opportunities for career growth and development, and a collaborative and supportive work environment. We also offer a range of perks, including access to cutting-edge technology and tools, recognition and reward programs, and opportunities for professional networking and development. Conclusion: If you are a motivated and customer-focused individual with a passion for technical support and customer satisfaction, we want to hear from you. Apply now to join our team of experienced customer service representatives and take the next step in your professional journey. At arenaflex, we are committed to delivering exceptional customer experiences and fostering a supportive and collaborative work environment. Join us today and be part of a dynamic and innovative team that is shaping the future of customer service and technical support. Apply for this job