**Experienced Customer Service Representative – Remote, 24/7 – Join blithequark's Dynamic Team**
Are you a customer service enthusiast with a passion for technical problem-solving? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark's dynamic team as a Customer Service Representative, supporting our 24/7 remote call center operations. As a key member of our team, you will be responsible for delivering exceptional technical support to customers, leveraging your expertise in technical troubleshooting, account management, and customer engagement. **About blithequark** blithequark is a fast-growing technology company committed to delivering top-tier technical support and exceptional customer service. Our team is dedicated to innovation, collaboration, and continuous learning, and we're seeking like-minded individuals to join our ranks. With a focus on customer satisfaction and technical accuracy, we're building a team that values expertise, empathy, and efficiency. **Job Summary** As a Customer Service Representative at blithequark, you will be the face of our company, providing 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. If you excel at technical problem-solving and customer engagement, we want to hear from you! **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 a plus. **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 operations, including weekends. * Flexibility for rotating shifts is required. **What We Offer** * Competitive hourly rate * Ongoing professional development and learning opportunities * Collaborative and dynamic work environment * Opportunities for career growth and advancement * Comprehensive benefits package (including health, dental, and vision insurance, 401(k) matching, and paid time off) **How to Apply** If you're passionate about delivering high-quality technical support in a collaborative environment, we invite you to apply now! Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you!