Customer Service Representative

Job Description

Job Description

Location: Annapolis, MD (On-site only – candidates must live within 30–45 minutes)
Job Type: Full-Time
Pay Range: $45,000 – $50,000/year (based on experience)

Your Role at RedZone Technologies

As a Customer Service Representative, you’ll be the first point of contact for clients who need help with technical issues. You’ll troubleshoot problems, create and manage service tickets, and ensure issues are either resolved or properly escalated. This role is ideal for someone looking to grow a career in IT or customer support — with hands-on experience in a fast-paced, technical environment.

You’ll work from our Annapolis office, directly supporting clients across industries who rely on us to keep their systems running.

What You’ll Do

Frontline Customer Support

• Answer incoming calls and respond via chat, email, or ticketing system to assist clients with technical issues.
• Provide basic troubleshooting guidance and ensure customers feel supported and heard.
• Triage and escalate customer concerns

Ticket Creation & Management

• Triage customer inquiries via phone, email, and the Servicely Ticketing portal
• Accurately log service requests tickets, prioritize tickets based on urgency, and follow through on open items.
• Keep detailed notes and ensure every client interaction is well-documented for visibility and accountability.

Technical Troubleshooting

• Learn to resolve entry-level user issues related to office, user access, printers, and other end-user applications.
• Ensure ticket quality and information. Escalate more complex technical issues to the appropriate internal teams.

Reporting & Communication

• Daily audit and updates to ticket records to ensure timely resolution and clear communication with clients.
• Maintain daily checklists and provide regular updates on ticket status to internal teams.
• Work with TechOps and BusOps teams to communicate customer environment security gaps and next steps

What We’re Looking For

Experience

• Prior experience in customer service, helpdesk, or desktop support is preferred.
• Familiarity with Microsoft Windows environments is preferred.
• Basic understanding of networking concepts and common hardware issues.

Key Competencies

• Customer Service: Friendly, helpful, and professional — you make people feel heard and respected.
• Problem-Solving: Able to identify issues quickly and guide users toward timely solutions.
• Detail-Oriented: Keeps accurate records and notices the small things that others might miss.
• Strong Communicator: Can explain technical issues in plain language to clients and team members alike.
• Team Player: Willing to jump in wherever needed and support the overall goals of the team.

Additional Requirements

• Must be a U.S. Citizen.
• Must live within 30–45 minutes of Annapolis, MD — this is an in-office position only (no remote/hybrid).
• Must be able to lift objects up to 40 pounds and assist with heavier equipment (up to 80 pounds).
• Must be willing to relocate to the Annapolis area before starting (if currently out of area).

Benefits

• 401(k) with company matching
• Health insurance
• Vision insurance
• Paid time off
• Professional development in a growing technical environment

Why Join RedZone Technologies?

We’re a fast-growing, PE-backed Secure IT Services Provider built around high-caliber talent. Every individual matters here. You won’t be a number. You’ll be a core contributor on a team that values accountability, excellence, and real impact.

Ready to Apply?

If you’re excited by the opportunity to contribute to a team that values follow-through, lifelong client relationships, and continuous learning, we want to hear from you. Apply today to take the next step in your career with RedZone Technologies.

RedZone Technologies, headquartered in Annapolis, Maryland, is a security and IT services firm delivering Continuous Confidence for regulated mid-market and enterprise organizations. Backed by more than 25 years of industry experience and a team of over 70 professionals, RedZone unifies IT operations, cybersecurity, and compliance into a single accountable operating model, replacing fragmented vendor environments with an outcome-driven approach spanning Continuous Posture, Resilience, Compliance, and Intelligence. Through integrated operations, automation, and real-time visibility, RedZone enables organizations to reduce risk, maintain continuous audit readiness, and ensure technology consistently supports business performance and growth.

Company Description

RedZone Technologies, headquartered in Annapolis, Maryland, is a security and IT services firm delivering Continuous Confidence for regulated mid-market and enterprise organizations. Backed by more than 25 years of industry experience and a team of over 70 professionals, RedZone unifies IT operations, cybersecurity, and compliance into a single accountable operating model, replacing fragmented vendor environments with an outcome-driven approach spanning Continuous Posture, Resilience, Compliance, and Intelligence. Through integrated operations, automation, and real-time visibility, RedZone enables organizations to reduce risk, maintain continuous audit readiness, and ensure technology consistently supports business performance and growth.