Experienced Customer Service Representative - Remote (Call Center Experience Required) with Bilingual Spanish Advantage at blithequark

Join the blithequark 24/7 Growing Call Center Team: A New and Exciting Opportunity

Are you a motivated and customer-focused individual with call center experience looking for a new challenge? blithequark is a forward-thinking technology company that is dedicated to delivering top-notch customer service in a dynamic and fast-paced environment. We're seeking a skilled Customer Service Representative to join our tech-savvy support team and help customers solve their internet-related challenges.

About blithequark and Our Industry

blithequark operates at the forefront of the technology industry, providing innovative solutions to meet the evolving needs of our customers. Our team is passionate about delivering exceptional customer service and staying ahead of the curve in terms of technology and industry best practices. As a Customer Service Representative at blithequark, you'll be part of a collaborative and supportive team that is committed to making a difference in the lives of our customers.

Job Summary

As a Level 1 Customer Service Representative at blithequark, you'll serve as the initial point of contact for customers seeking technical help. Your primary responsibilities will include troubleshooting problems, offering effective solutions, and ensuring customer satisfaction using advanced tools like Freshdesk, Sonar, and other platforms. This is a fantastic opportunity to join a 24/7 growing call center and be part of a team that is dedicated to delivering exceptional customer service.

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.

Essential and Preferred Qualifications

To be successful as a Customer Service Representative at blithequark, you'll need:

• An 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.
• The ability to efficiently troubleshoot and resolve technical issues.
• Familiarity with networking concepts.
• Excellent verbal and written communication skills with a focus on customer satisfaction.
• The ability to work collaboratively in a team environment and adapt to a fast-paced setting.

Being bilingual in Spanish is considered a plus, as it will enable you to provide support to a broader range of customers.

Skills and Competencies Required for Success

To excel in this role, you'll need to possess:

• Strong technical skills, including proficiency in using various software platforms and tools.
• Excellent communication and interpersonal skills.
• The ability to work in a fast-paced environment and adapt to changing priorities.
• A customer-first attitude and a commitment to delivering exceptional customer service.
• Strong problem-solving skills and the ability to troubleshoot technical issues.
• The ability to work collaboratively as part of a team.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our employees grow and develop their skills. As a Customer Service Representative, you'll have the opportunity to:

• Develop your technical skills and knowledge of industry best practices.
• Enhance your communication and interpersonal skills.
• Gain experience working in a fast-paced and dynamic environment.
• Collaborate with a supportive and experienced team.
• Advance your career within the company.

Work Environment and Company Culture Highlights

At blithequark, we pride ourselves on our supportive and collaborative team culture. As a remote Customer Service Representative, you'll have the flexibility to work from anywhere while still being part of a dynamic and engaged team. We're committed to providing our employees with the tools and resources they need to succeed, and we offer a range of benefits and perks to support their well-being and career development.

Compensation, Perks, and Benefits

This contract position offers an hourly rate of $15.00 - $18.00 per hour. While specific benefits may vary, blithequark generally provides a comprehensive package that includes opportunities for career growth, a dynamic work environment, and a range of perks and benefits to support employee well-being.

Ready to Make a Difference?

If you're passionate about delivering exceptional customer service and are looking for a new challenge, we want to hear from you. Join blithequark as a Customer Service Representative and take the next step in your professional journey. Apply now to be part of our growing call center team and contribute to making a difference in the lives of our customers.

Don't miss this opportunity to join a forward-thinking technology company that is dedicated to delivering top-notch customer service. Apply today and become part of the blithequark team!