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Bilingual Customer Service ISP Representative / Remote Call Center 24 / 7, must live in NYS or FL

Bilingual Customer Service ISP Representative / Remote Call Center 24 / 7, must live in NYS or FL

AV Staffing SolutionsPlainview, NY, us
30+ days ago
Job type
  • Full-time
  • Remote
  • Quick Apply
Job description

Job Description

This is a remote position.

Exciting Opportunity : Join a New 24 / 7 Remote Call Center!

Location : Must reside in NY State or Florida

About Us :

Join a fast growing technology company committed to delivering top-tier  technical support and exceptional customer service.We’re seeking a Bilingual

Customer Service ISP (Internet Service Provider) Representative who is bilingual, fluent in Spanish and English.  Utilizing strong technical internet-related skills to assist our customers with their services and account management.    This is a fully remote position supporting

rotating 24 / 7 shift operations, including weekends.   If you excel at technical problem-solving and customer engagement, we want to hear from you!

Job Summary :

As a  Customer Service ISP Representative , you will go beyond basic troubleshooting to include Level 2 support, managing account permissions, and leveraging advanced tools to resolve complex connectivity issues. You’ll handle customer chats and tickets with expertise, ensuring satisfaction and swift resolutions.

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 required.

    • 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 rotating shift 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!

    Requirements

    technical support exp. call center, IT support, Level 2 support, adv. troubleshooting, managing account permissions, Fresh Desk, Sonar CRM, and networking platforms (e.g., Rancid, Tacacs+, Radius), ticketing systems, strong communication skills

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    Bilingual Customer Service Representative • Plainview, NY, us

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