Experienced Customer Service Representative for 24/7 Remote Call Center Operations at blithequark

Join a Dynamic Team Providing Top-Notch Customer Service

blithequark is a pioneering technology company that is revolutionizing the way customers interact with their services. As a leader in the industry, blithequark is committed to delivering exceptional customer experiences through its 24/7 call center operations. We're seeking a highly motivated and customer-focused individual to join our team as a Level 1 Customer Service Representative. If you're passionate about providing outstanding support and resolving technical issues, we want to hear from you!

About blithequark and the Role

At blithequark, we're dedicated to empowering our customers with reliable and efficient internet services. Our call center is the frontline of this mission, providing critical support to customers facing technical challenges. As a Customer Service Representative, you'll be the initial point of contact for customers seeking help, using your technical expertise and excellent communication skills to troubleshoot problems and offer effective solutions.

Key Responsibilities

Customer Support

• Provide exceptional customer service to users experiencing internet-related technical difficulties, responding quickly and professionally to incoming calls, emails, and support tickets.
• Diagnose and resolve issues related to internet connectivity, service disruptions, and account management, guiding customers through step-by-step troubleshooting procedures.
• Utilize advanced platforms like Fresh Desk and Sonar to deliver efficient and effective support.

Ticket Management

• Log, track, and prioritize customer inquiries and technical issues using Fresh Desk, ensuring accurate documentation of customer interactions and solutions.
• Efficiently manage ticket queues to meet service level agreements (SLAs), demonstrating a commitment to timely issue resolution.

Technical Expertise

• Access and update customer information using Sonar CRM, leveraging your understanding of customer needs to inform your support approach.
• Utilize a range of platforms, including Rancid, Tacacs+, Radius, LibreMS, GenieACS, Ruckus SmartZone Controller, and Unifi, to provide comprehensive support.
• Stay updated on product features, system updates, and industry best practices to ensure your technical expertise remains current.

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.
• Provide customers with status updates and ensure timely issue resolution, demonstrating a commitment to customer satisfaction.

Quality Assurance

• Follow established procedures and service standards to deliver high-quality support, participating in quality assurance activities like call monitoring and ticket reviews.
• Continuously enhance your skills and knowledge to improve service delivery, contributing to the growth and development of the team.

Qualifications and Skills

To succeed in this role, you'll need:

• An Associate's degree, Bachelor's degree, or relevant work experience, demonstrating a strong foundation in customer service or a related field.
• Previous experience in a customer service role, ideally in a call center or help desk environment, with a proven track record of delivering exceptional support.
• Basic troubleshooting skills for internet connectivity, computers, and devices, with the ability to efficiently troubleshoot and resolve technical issues.
• Proficiency in using ticketing systems like Fresh Desk and CRM systems such as Sonar, with a willingness to learn new platforms and technologies.
• Familiarity with networking concepts and a commitment to ongoing learning and development.
• Excellent verbal and written communication skills, with a focus on customer satisfaction and a ability to work collaboratively in a team environment.

Preferred qualifications include:

• Experience with advanced technical platforms and tools, such as Rancid, Tacacs+, and GenieACS.
• A strong understanding of customer service principles and practices, with a proven ability to deliver exceptional support in a fast-paced environment.

What We Offer

At blithequark, we're committed to supporting the growth and development of our team members. As a Customer Service Representative, you'll have access to:

• Ongoing learning and development opportunities to enhance your skills and knowledge.
• A supportive and collaborative team environment that encourages innovation and creativity.
• A competitive hourly rate of $15-$18 per hour, with a temp-to-hire arrangement depending on experience.
• A dynamic and engaging work environment that is constantly evolving to meet the needs of our customers.

Work Environment and Company Culture

As a remote member of our team, you'll be working in a flexible and autonomous environment that allows you to work from anywhere. We're committed to fostering a culture of collaboration and teamwork, with regular opportunities for connection and feedback.

Shifts and Scheduling

Our call center operates 24/7, requiring flexibility to work a range of shifts, including weekends, evenings, and overnights. We're looking for team members who are adaptable and willing to work a rotating schedule to support our customers' needs.

Ready to Make a Difference?

If you're passionate about delivering exceptional customer service and are looking to grow your career in a dynamic and innovative company, we want to hear from you! Apply now to join blithequark as a Customer Service Representative and take the next step in your professional journey.

Don't miss this opportunity to be part of a team that is shaping the future of customer service. Apply today and let's work together to deliver outstanding experiences for our customers!