Job Title: Customer Service Technical Support Specialist

Employment Type: Temp to Possible Full-Time

Pay: $15 – $20 per hour, based on experience

Location: Plainview, NY 11803

About Us: Join a team dedicated to providing top-notch technical support in a dynamic and engaging work environment. We're seeking a motivated and tech-savvy individual to help our customers overcome their internet-related challenges with confidence and professionalism.

Job Summary: As a Level 1 and 2 Call Center Support Specialist, you will be the first point of contact for customers seeking technical assistance. Your role will involve troubleshooting issues, providing effective solutions, and ensuring customer satisfaction. You'll work with various platforms including Fresh Desk, Sonar, and other cutting-edge tools to deliver superior support.

Key Responsibilities:

Customer Support:

• Deliver exceptional customer service to users experiencing technical difficulties with internet services.
• Respond promptly and professionally to incoming calls, emails, and support tickets.
• Diagnose and resolve issues related to internet connectivity, service disruptions, hardware malfunctions, and account management.
• Guide customers through step-by-step troubleshooting processes.

Ticket Management:

• Utilize Fresh Desk to log, track, and prioritize customer inquiries and technical problems.
• Document customer interactions and solutions accurately in the ticketing system.
• Manage ticket queues efficiently to meet service level agreements (SLAs).

Technical Expertise:

• Access and update customer information using Sonar CRM.
• Use additional platforms like Rancid, Tacacs , Radius, LibreMS, GenieACS, Ruckus SmartZone Controller, and Unifi for comprehensive support.
• Stay informed on product features, system updates, and industry best practices.

Escalation and Collaboration:

• Escalate complex technical issues to higher support levels as needed.
• Work with network operations, engineering, and IT support teams to resolve escalated issues.
• Provide customers with status updates and ensure timely resolution of their issues.

Quality Assurance:

• Follow established procedures and service standards to ensure high-quality support.
• Participate in quality assurance activities, including call monitoring and ticket reviews, to improve service delivery.

Qualifications:

• Associate’s degree or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Previous experience in a technical support role, ideally in a call center or help desk environment.
• Proficiency in using ticketing systems like Fresh Desk and CRM systems such as Sonar.
• Strong troubleshooting skills and ability to resolve technical issues efficiently.
• Familiarity with networking concepts and platforms like Rancid, Tacacs , Radius, LibreMS, GenieACS, Ruckus SmartZone Controller, and Unifi.
• Excellent verbal and written communication skills with a focus on customer satisfaction.
• Ability to work collaboratively in a team environment and adapt to a fast-paced setting.
• Relevant certifications (e.g., CompTIA A , Network , Cisco CCNA) are a plus.

Summary of Shifts

Weekdays:

• Monday – Friday:
  • 11 am – 8 pm
  • 12 am – 9 am
  • 4 pm – 1 am

Weekends:

• Saturday:
  • 9 am – 9 pm (with additional hours available)
• Sunday:
  • 9 pm – 9 am (with additional hours available)
• Overnight:
  • Saturday to Sunday: 9 pm – 9 am (with additional hours available)
  • Sunday to Monday: 9 pm – 9 am (with additional hours available)

These shifts ensure comprehensive coverage for our 24x7 operations, providing flexibility for both full-time and part-time positions.

Why You'll Like Working With this company:

• Work in a supportive and collaborative team environment.
• Access to ongoing learning and development opportunities to advance your skills.

Ready to Make a Difference? If you’re passionate about technology and helping customers, we want to hear from you. Apply now to join our team and take the next step in your career!