**Experienced Full Stack Customer Service Representative – Technical Support & Account Management – Remote, 24/7 – Must Live in NY or FL**
Are you a customer service enthusiast with a knack for technical troubleshooting? Do you thrive in fast-paced environments where no two problems are the same? If so, we invite you to join blithequark's dynamic team as a Customer Service Representative, providing top-notch technical support and account management to our customers. **About blithequark** blithequark is a rapidly growing technology company dedicated to delivering exceptional customer experiences through innovative solutions and expert technical support. Our team is passionate about empowering customers to achieve their goals, and we're committed to fostering a culture of collaboration, innovation, and continuous learning. **Job Summary** As a Customer Service Representative at blithequark, you'll be the face of our company, providing expert technical support and account management to customers across the globe. You'll be responsible for resolving complex connectivity issues, managing account permissions, and leveraging advanced tools to deliver swift and satisfying resolutions. If you're a problem-solver with a passion for 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. **Essential 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. **Preferred Qualifications** * Experience with cloud-based platforms, network security, and advanced troubleshooting techniques. * Familiarity with ITIL (Information Technology Infrastructure Library) framework and service management principles. * Strong analytical and problem-solving skills, with the ability to think critically and outside the box. **Why You'll Love Working with blithequark** * Be part of a dynamic team that values innovation, collaboration, and continuous learning. * Enjoy ongoing professional development and learning opportunities to enhance your skills and career growth. * Make an impact by delivering exceptional technical support to customers and contributing to the growth and success of our company. **Compensation and Employment Details** * Hourly Rate: $16 - $18 per hour. * Paid training provided to ensure your success in the role. * Temporary position 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's Next?** If you're passionate about delivering high-quality technical support in a collaborative environment, we invite you to apply now! Join our team of customer service experts and take the first step towards a rewarding career with blithequark. Apply for this job