About careerzynith
careerzynith is a forward‑thinking technology leader that powers the digital experiences of millions of households across the nation. Our mission is to turn complex internet challenges into simple, satisfying solutions for every customer, no matter where they are located. With a culture built on innovation, collaboration, and relentless customer focus, careerzynith invests heavily in cutting‑edge tools, continuous learning, and a supportive remote work environment that empowers employees to thrive.
Why This Role Matters
In today’s hyper‑connected world, a reliable internet connection is as essential as electricity. As a Remote Level 1 Customer Service Representative at careerzynith, you will be the first line of defense for customers experiencing connectivity issues, service disruptions, or account questions. Your ability to diagnose problems quickly, communicate clearly, and deliver empathetic solutions directly impacts customer loyalty, brand reputation, and the overall health of careerzynith’s network.
Job Summary
This full‑time, remote, contract position supports careerzynith’s 24/7 call center. You will work rotating shifts to ensure that every customer, day or night, receives prompt, professional assistance. Using industry‑standard platforms such as Freshdesk, Sonar CRM, and a suite of networking tools, you will log, troubleshoot, and resolve technical tickets while maintaining the highest standards of service quality.
Key Responsibilities
- Customer Support: Answer inbound calls, emails, and support tickets with a courteous, solution‑focused attitude.
- Diagnose and resolve internet connectivity problems, service outages, and account‑related inquiries.
- Guide customers through step‑by‑step troubleshooting procedures, ensuring they feel confident and informed.
- Ticket Management: Create, prioritize, and update tickets in Freshdesk, adhering to service level agreements (SLAs).
- Document all interactions accurately, capturing root causes and resolutions for future reference.
- Technical Expertise: Access customer data via Sonar CRM and leverage tools such as Rancid, TACACS+, RADIUS, LibreMS, GenieACS, Ruckus SmartZone Controller, and UniFi to diagnose network issues.
- Stay current on product releases, firmware updates, and industry best practices to provide informed assistance.
- Escalation & Collaboration: Identify complex issues and route them to higher‑level support teams, while keeping customers informed of progress.
- Partner with network operations, engineering, and IT support to resolve escalated tickets efficiently.
- Quality Assurance: Participate in call monitoring, ticket reviews, and continuous improvement initiatives to uphold careerzynith’s service excellence.
- Contribute to knowledge‑base articles and internal documentation to streamline future support processes.
Essential Qualifications
- Associate’s or Bachelor’s degree in a related field, or equivalent professional experience.
- Minimum of 12 months of experience in a call‑center or help‑desk environment, preferably supporting internet or telecommunications services.
- Proven ability to troubleshoot basic networking concepts, including Wi‑Fi, Ethernet, and modem/router configurations.
- Hands‑on experience with ticketing platforms (Freshdesk) and CRM systems (Sonar or similar).
- Strong verbal and written communication skills, with a focus on empathy and clear instruction.
- Demonstrated ability to work collaboratively in a remote team, managing time zones and rotating shift schedules.
- Comfortable using remote desktop tools, screen sharing, and diagnostic utilities to assist customers.
Preferred Skills & Competencies
- Familiarity with networking protocols such as RADIUS, TACACS+, and DHCP.
- Experience with network monitoring tools like LibreMS or similar platforms.
- Knowledge of device management systems such as GenieACS, Ruckus SmartZone, or UniFi.
- Ability to quickly learn and adapt to new software, hardware, and service offerings.
- Strong problem‑solving mindset, with a track record of turning ambiguous issues into clear, actionable steps.
- Self‑motivation and resilience to thrive in a fast‑paced, high‑volume support environment.
- Commitment to continuous improvement, actively seeking feedback and applying it to enhance performance.
Career Growth & Learning Opportunities
careerzynith believes that employee development fuels company success. As a Level 1 Support Representative, you will have access to:
- Structured onboarding programs that cover careerzynith’s technology stack, customer service philosophy, and remote‑work best practices.
- Ongoing training modules on advanced networking, cloud services, and emerging internet technologies.
- Mentorship from senior engineers and support managers who can guide you toward Level 2 or Level 3 technical roles.
- Opportunities to cross‑train with other departments, such as network operations, product development, and quality assurance.
- Certification sponsorship for industry‑recognized credentials (e.g., CompTIA Network+, Cisco CCENT, ITIL Foundations).
- A clear promotion pathway that rewards performance, expertise, and leadership potential.
Work Environment & Culture at careerzynith
Even though you will be working from home, careerzynith fosters a vibrant, inclusive community that keeps remote employees connected:
- Virtual Collaboration: Regular video huddles, team‑building activities, and cross‑functional workshops to maintain a sense of belonging.
- Flexibility: Rotating shift schedules are designed to balance business needs with personal life, offering options for early‑morning, evening, and overnight shifts.
- Supportive Leadership: Managers who prioritize coaching, open communication, and employee well‑being.
- Diversity & Inclusion: A commitment to hiring talent from varied backgrounds, ensuring diverse perspectives shape our products and services.
- Technology‑First: State‑of‑the‑art collaboration tools, secure VPN access, and a stipend for home‑office equipment.
Compensation, Benefits & Perks
careerzynith offers a competitive hourly rate ranging from $15.00 to $18.00, commensurate with experience and performance. In addition to base pay, you will receive:
- Performance‑based bonuses tied to customer satisfaction metrics and SLA adherence.
- Comprehensive health, dental, and vision coverage for you and eligible dependents.
- Retirement savings plan with employer matching contributions.
- Paid time off, sick leave, and holiday pay to support work‑life balance.
- Professional development budget for courses, certifications, and conferences.
- Home‑office stipend for ergonomic furniture, high‑speed internet, and necessary peripherals.
- Employee assistance program (EAP) offering counseling, legal, and financial resources.
How to Apply
If you are passionate about delivering exceptional technical support, thrive in a remote, 24/7 environment, and want to grow your career with a forward‑looking technology leader, we want to hear from you. Submit your resume and a brief cover letter outlining your relevant experience through the link below. Join careerzynith today and become a key part of a team that turns connectivity challenges into seamless experiences for customers nationwide.
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