**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 for this job