Customer Service Representative

IT Customer Service Representative

We are looking for a customer-focused and detail-oriented IT Customer Service Representative to join a fast-paced support team. This role will provide frontline technical and customer support through phone, email, chat, and voicemail channels. The ideal candidate should have strong communication skills, prior helpdesk or customer support experience, and the ability to manage multiple support requests efficiently while maintaining high service standards.

Key Responsibilities

• Provide daily helpdesk support via phone, email, voicemail, and chat while meeting service expectations.
• Respond to customer inquiries professionally and ensure a positive support experience.
• Monitor and manage support tickets to ensure timely issue resolution.
• Escalate complex or unresolved issues to appropriate support teams when needed.
• Maintain accurate documentation of customer interactions, troubleshooting steps, and resolutions.
• Create and update process documentation, templates, and support procedures.
• Identify recurring issues and recommend process improvements.
• Follow internal quality standards, procedures, and compliance requirements.
• Support changing project priorities and operational needs in a dynamic environment.

Required Qualifications

• Minimum 2 years of experience working in a collaborative team environment.
• Minimum 2 years of experience using office productivity tools, including spreadsheets, documents, presentations, and email platforms.
• Minimum 1 year of customer support or call center experience.
• Strong written and verbal communication skills.
• Excellent organizational and multitasking abilities.
• Strong analytical and problem-solving skills.
• Ability to work effectively in a high-volume customer support environment.
• Experience handling support tickets and customer issue tracking.

Preferred Qualifications

• Previous experience in IT helpdesk or technical support environments.
• Familiarity with ticketing systems and service-level processes.
• Ability to manage high-volume customer interactions professionally and efficiently.
• Experience documenting troubleshooting procedures and support workflows.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually as applicable.