**Join Our 24/7 Tech-Savvy Support Team: Customer Service Representative (Remote)**
**About the Opportunity:**
- **Compensation:** Competitive salary ($15.00 - $18.00 per hour)
- **Position:** Customer Service Representative (Remote)
- **Company:** Workwarp
- **Start Date:** Immediate openings available
- **Location:** Remote
**Join Our Dynamic Team as a Customer Service Representative!**
At Workwarp, we're dedicated to delivering top-notch customer service in a fast-paced, engaging work environment. We're seeking a motivated individual with a customer-first attitude to join our 24/7 call center team. As a Customer Service Representative, you'll play a critical role in helping our customers solve their internet-related challenges.
**Job Summary:**
As a Level 1 Customer Service Representative, you'll serve as the initial point of contact for customers seeking technical help. Your responsibilities will include:
- Providing outstanding customer service to users experiencing internet-related technical difficulties
- Troubleshooting problems, offering effective solutions, and ensuring customer satisfaction using advanced tools like Freshdesk, Sonar, and more
**Key Responsibilities:**
- **Customer Support:** Respond quickly and professionally to incoming calls, emails, and support tickets. Diagnose and resolve issues related to internet connectivity, service disruptions, and account management.
- **Ticket Management:** Use Freshdesk to log, track, and prioritize customer inquiries and technical issues. Accurately document customer interactions and solutions in the ticketing system.
- **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.
- **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.
- **Quality Assurance:** Follow established procedures and service standards to deliver high-quality support. Participate in quality assurance activities, including call monitoring and ticket reviews.
**Qualifications:**
- 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 Fresh Desk and CRM systems such as Sonar
- Excellent verbal and written communication skills with a focus on customer satisfaction
**What We Offer:**
- Competitive salary ($15.00 - $18.00 per hour)
- Opportunity to join a supportive and collaborative team
- Flexible working hours (rotating shifts to support customers 24/7)
**Ready to Make a Difference?**
If you're passionate about helping customers, we want to hear from you! Apply Now to join our team and take the next step in your professional journey!
Apply Now