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

AV Staffing SolutionsPlainview, NY, us

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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