At careerzynith, we're revolutionizing the way we deliver top-tier technical support and exceptional customer service in the ever-evolving digital landscape. As a fast-growing technology company, we're committed to empowering our customers with seamless internet experiences and unparalleled account management. We're seeking a highly skilled Customer Service Representative to join our dynamic team, providing Level 2 support and technical troubleshooting expertise to customers across the nation. If you're passionate about technical problem-solving, customer engagement, and delivering outstanding service, we invite you to explore this exciting opportunity to thrive in careerzynith's innovative environment.
• *About careerzynith**
careerzynith is a pioneering technology company that's redefining the standards of customer service and technical support. Our mission is to provide cutting-edge solutions that cater to the evolving needs of our customers, and we're committed to fostering a culture of innovation, collaboration, and continuous learning. With a strong focus on employee growth and development, we offer a supportive and dynamic work environment that encourages our team members to excel and make a meaningful impact.
• *Job Summary**
As a Customer Service Representative at careerzynith, you'll be an integral part of our 24/7 remote call center, providing expert technical support and account management services to customers across the nation. You'll be responsible for:
• Diagnosing and resolving complex customer issues related to internet connectivity, networking, and devices
• Providing Level 2 support, including advanced troubleshooting and managing account permissions
• Utilizing cutting-edge tools such as Fresh Desk, Sonar CRM, and networking platforms (e.g., Rancid, Tacacs+, Radius)
• Staying updated on system updates and services to enhance support quality
• Offering professional and timely assistance to customers experiencing technical difficulties
• Communicating clear and actionable solutions via chat, email, and support tickets
• Delivering outstanding customer service with a focus on technical accuracy and efficiency
• *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
If you're passionate about delivering high-quality technical support in a collaborative environment, apply now to join careerzynith's fast-growing team!
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