Join arenaflex, a fast-growing technology company committed to delivering top-tier technical support and exceptional customer service, in an exciting opportunity to become a part of our dynamic team. As a Customer Service Representative, you will play a vital role in assisting customers with internet-related issues and account management in a fully remote position supporting 24/7 operations, including weekends. If you excel at technical problem-solving and customer engagement, we want to hear from you!
**About arenaflex**
arenaflex is a cutting-edge technology company dedicated to revolutionizing the way people interact with technology. Our mission is to provide unparalleled technical support and customer service, empowering our customers to achieve their full potential. With a strong focus on innovation and collaboration, we're committed to creating a work environment that fosters growth, learning, and excellence.
**Job Summary**
As a Customer Service Representative at arenaflex, you will be responsible for providing Level 2 technical 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're passionate about delivering high-quality technical support in a collaborative environment, 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
* Paid training and professional development opportunities
* Temporary position with potential for full-time employment
* Remote work environment with flexibility for rotating shifts
* Ongoing learning and growth opportunities
* Collaborative and dynamic team environment
* Opportunity to make an impact by delivering exceptional technical support to customers
**How to Apply**
If you're passionate about delivering high-quality technical support in a collaborative environment, apply now! To submit your application, please visit our website at [arenaflex.com/careers](http://arenaflex.com/careers) and follow the instructions to register as a candidate.