IT Customer Service Representative

Interview: 1st round Video, 2nd round ONSITE - Please make candidates aware about the onsite interview...If they're not local and can't do onsite interview then they'll get rejected


Submission Slots: MAX 3


Visa: Local GC/US Citizens


Location: Houston, TX 77010 (LOCAL ONLY - PLEASE DO NOT SEND ANY NON LOCAL CANDIDATES)

Client's Note: Effective immediately, we will no longer review resumes that are longer than 2 pages. Candidates need to send only 2 page resume that includes the required experience. Please have all candidates optimize their resumes to match the role description . The interviewers will ask about anything that the candidate indicates they are an "expert"

Must Haves:

• Expert proficiency in Customer Satisfaction.
• Proficiency in Customer Technical Support.
• Proven experience in IT service delivery, technical support, or a related field.

Job Description:


Job Title: IT Customer Service Representative

Location: Houston, TX 77010 (Fully onsite)

Length: 4 Months

Overview:


As an IT Customer Service Representative, you will play a key role in managing the delivery of IT production systems and services. This position requires a proactive, solutions-oriented professional who can independently handle incidents, outages, and system restorations, while driving customer satisfaction and service excellence. You will collaborate across teams, act as a subject matter expert, and ensure the highest standards of technical support and quality assurance.

Key Responsibilities:

• Manage IT production systems delivery, including incident, issue, and outage management.
• Lead investigations, troubleshooting, and system restorations to ensure minimal downtime.
• Act as a subject matter expert, providing guidance and solutions to complex IT challenges.
• Drive customer satisfaction by delivering high-quality service and support.
• Collaborate with cross-functional teams to efficiently resolve technical issues.
• Monitor and analyze service performance metrics, identifying and implementing improvement strategies.
• Provide training and mentorship to team members, fostering a culture of excellence.
• Engage with customers to gather feedback, address concerns, and align solutions with their needs.

Required Proficiencies:

• Expert proficiency in Customer Satisfaction.
• Proficiency in Customer Technical Support.
• Proficiency in Quality Assurance.

Qualifications:

• Proven experience in IT service delivery, technical support, or a related field.
• Strong problem-solving and analytical skills with the ability to work independently.
• Excellent communication and interpersonal skills for engaging with technical and non-technical stakeholders.
• Ability to manage multiple priorities and deliver results in a fast-paced environment.