Job Description
This is a remote position.
Exciting Opportunity: Join a New 24/7 Remote Call Center!
Location: Must reside in NY State or Florida
About Us:
Join a fast growing technology company committed to delivering top-tier technical support and exceptional customer service.We’re seeking a Bilingual Customer Service ISP (Internet Service Provider) Representative who is bilingual, fluent in Spanish and English. Utilizing strong technical internet-related skills to assist our customers with their services and account management. This is a fully remote position supporting rotating 24/7 shift 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 ISP 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 required.
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 rotating shift 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!
Job Tags
Hourly pay, Full time, Temporary work, Remote work, Live in, Rotating shift,