Customer Service Support Specialist

Big Sky Cybersecurity is a process driven Managed Security Services Provider (MSSP) supporting healthcare, K12, and small to mid-sized organizations that depend on secure and reliable technology. We are hiring a Customer Service Support Specialist to handle Initial Calls/Responses, Support Assignment and Escalation, Level 1 calls and technical requests, manage client tickets, and keep customers informed about the work being performed on their systems. This is a hands‑on limited technical support and coordination role in a structured, detail focused environment, with remote support combined with regular onsite visits. What Makes You a Good Fit You have a positive, solution driven attitude. You are organized and detail oriented and you like seeing tickets and projects move from “open” to “done.” You are comfortable talking with both end users and technical staff and can adjust your communication style accordingly. You are self directed and can manage your time well and co-ordinate multiple tickets among the technical staff with escalations to appropriate techs without constant supervision. You are curious about cybersecurity and IT environments and want to deepen your technical understanding and have the ability to learn and adapt. Required Qualifications Extensive Customer Service Experience preferably in a technical field. Clear written and verbal communication with experience handling moderate to high call volumes. Ability to manage multiple client requests and priorities while maintaining accuracy and follow through. Experience working in a professional setting where documentation, process, and consistency are required. Comfortable with IT related concepts. Ability to successfully pass required background checks and meet eligibility requirements for work in healthcare, K12 education, and other high compliance environments. Willingness to complete and successfully pass reference checks and employment verification as part of the hiring process. Willingness to complete and successfully pass a brief practical assessment to demonstrate baseline technical and problem-solving skills relevant to the role. Preferred Qualifications Experience in an MSP, MSSP, help desk, or IT support role. Experience with working help desk including phone, remote, and ticket support. Familiarity with cloud collaboration platforms and modern business IT environments. Exposure to compliance frameworks such as HIPAA, NIST, or CIS Controls. Experience coordinating projects, managing workloads, or working within documented service processes. Responsibilities include but not limited to... Provide Level 1 technical support for client requests, including basic troubleshooting, information gathering, and escalation when needed. Monitor and manage client tickets from intake through resolution, ensuring requests are handled accurately and on time. Serve as a primary contact for assigned clients regarding support issues, updates, and planned work. Coordinate with internal technical teams to schedule work, clarify priorities, and track progress on projects and recurring tasks. Communicate clear, concise status updates to clients and internal stakeholders via email, calls, and scheduled check ins. Maintain accurate documentation of client environments, requests, and work performed, following established processes. Physical Requirements Include but not limited to... Ability to stand and walk for extended periods while working onsite at client locations. Ability to safely lift, carry, and move typical IT equipment (including workstations, monitors, uninterruptible power supplies, and networking/server equipment) up to 50 pounds without assistance. Ability to climb stairs and regularly use ladders or step stools to access network closets, mounted equipment, cabling, roof access. Comfort working in a variety of client environments, including schools, healthcare facilities, and mechanical or network rooms that may be tight, warm, or noisy. Ability to safely maneuver and transport equipment in and out of vehicles and customer facilities. Hourly pay range: $18–$21 , depending on experience and qualifications. #J-18808-Ljbffr Big Sky Cybersecurity Inc.