IT Customer Service Representative

Job Description

Job Description

Turner Industries is a fully diversified industrial contractor. We help move the world forward by providing responsive, innovative solutions designed to increase plant production, reduce costs, reduce downtime, and even prevent shutdowns. Headquartered in Baton Rouge, LA, Turner Industries has over 20,000 employees with offices and job sites across the United States. Our single-solution approach in the petrochemical, refining, energy, pulp and paper, and related industries has made Turner one of the nation's top industrial contractors and earned us the No. 1 spot on ABC's 2024 Top Performers list. People are at the heart of everything we do. Their safety, security, and satisfaction have always been our top priorities. For proof, look no further than our strong working relationships and extraordinary workforce.

 

We have an immediate need for an IT Customer Service Representative  to join our team in the Houston, TX area. This role serves as the critical first point of contact and primary gatekeeper for the IT Helpdesk phone queue, providing technical assistance and call routing to Turner employees in a friendly, reliable, and dependable manner. Unlike a traditional technical troubleshooting role, the IT Customer Service Representative focuses on immediate call intake, providing exceptional customer service, rapid resolution of basic access issues (Tier 0), and accurate ticket dispatching. Non-exempt role; Reports to IT Operations Support Manager; Receives guidance on broad goals and overall objectives / in charge of a functional area / influences policy, but not final authority.

 

Functional Requirements:

Answer, evaluate, and prioritize incoming voice and electronic customer requests; act as the first line of defense for the IT department to ensure phones do not go to voicemail; address users in a friendly, courteous, and professional manner at all times; proactively monitor the ticket queue to follow up with users on aging requests, update them on widespread outages, and ensure a high level of customer satisfaction; document all information given and received in Freshservice to track calls, emails, and project tasks; accurately dispatch complex tickets to the appropriate specialized IT queues at the guidance of the Lead Tech (Asset Management, Remote Techs, Desktop Management); provide immediate, first-call resolution for core access issues, including Google Workspace password resets, Microsoft account unlocks, and Jumpcloud MFA configurations; assist in maintaining an accurate inventory of user computers, peripherals, and software in the help desk system via first contact; adhere to all company and operations support policies, procedures, and standards; manage time and assignments efficiently to complete all ongoing tasks and deliverables; perform additional assignments per supervisor's direction

 

Qualification Standards:

• Minimum High School Diploma or GED Equivalent plus 2 years of secondary education or equivalent work experience
• Minimum of 3 months experience in an IT Support, Service Dispatch, Customer Success, or high-volume Customer Facing Service role
• Bilingual preferred
• Must be a highly organized, customer-service-minded professional with a passion for hospitality and user experience
• Experience delivering exceptional customer support via email, chat, or phone
• Must possess excellent communication, interpersonal, organizational, and problem-solving skills; ability to listen, understand, and de-escalate user frustrations over the phone is required
• Familiarity with troubleshooting networking or device workflows such as email, chat, and MDM
• Comfort acknowledging uncertainty and proactively seeking answers ("I don't know yet, but I'll find out.")
• Some knowledge of computer and common software applications such as Windows Hardware, Microsoft Office, Google Workspace, Active Directory and Jumpcloud
• Familiarity with IT ticketing systems (e.g., Freshservice) or some sort of task/note tracking is preferred but not necessary
• Meet Operations Support customer service standards
• Maintain a current valid Louisiana Driver's license
• Post-offer drug/alcohol screen and physical evaluation and background check
• Applicant/employee must not pose a direct threat to the health or safety of others in the workplace

 

Physical Involvement:

May be required to do the following: reaching in all directions; handling and manipulating objects and materials; coordinating the movements of eyes, hands and fingers to operate tools and equipment; standing / sitting; walking; seeing with or without correction; hearing with or without correction; typing / data entry

 

Turner Industries is an equal employment opportunity employer. All qualified individuals will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, national origin, disability and/or protected veteran status in accordance with governing law.

 

Job Posted by ApplicantPro