Customer Service Representative | IT Help Desk

Job Title

Essential Functions and Primary Duties

• Engage customers via phone or email and create trouble tickets for user support calls. This entails responding to phone calls, emails, and self-service requests in a timely and professional manner.
• Open new and dispatch existing tickets to available technicians.
• Follow up on previously dispatched tickets to ensure first call resolutions are met.
• Consistently adhere to defined department policies and procedures for processing, escalating, notifying and closing tickets.
• Gather sufficient information from customers for proper handoff to technicians.
• Fully document all information gathered in the ticketing software system during any communication with client.
• Strong and consistent communication with internal staff as well as with customers.
• Assist with process improvements and service delivery on a continuing basis.
• Responsible for maintaining relevant certifications as needed.
• Perform tasks as assigned by management.

Preferred Qualifications

• At least 1 year of experience in an IT or related position is highly preferred
• 3 years' experience in client facing position professional services role is highly preferred
• 3 years' experience in a dispatch or an IT or related position
• Strong organizational and customer service skills

Minimum Qualifications

• High School Diploma or GED equivalent required
• Proficient use of applicable technology
• Ability to follow technical instructions and guidelines
• Able to work in a team environment
• Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
• Ability to travel as required by business and on-call availability
• Able to lift up to 50 lbs