Customer Support Representative, L2

5 days ago

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Managed Solution

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Managed Services • Professional Service • Cloud Office 365 • Unified Communications • Desktop/Device Management

51 - 200 employees

Founded 2002

🏢 Enterprise

☁️ SaaS

Description

• As a member of the Managed Operations Center, the Customer Support Representative, Level 2, will leverage entry-level technical support knowledge to provide superior customer service to managed services clients. • Answers incoming help desk inquiries via phone and email, providing a positive first impression of our company. • Uses entry-level technical skills and company processes/client service level agreements to prioritize the urgency of each inquiry. • Creates a ticket for each interaction via Connectwise ticketing system and assigns the ticket to the appropriate team member for resolution. • Monitoring ticket boards for status and managing assignments to ensure tickets are responded to by Technical Support Specialists. • Communicates technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients. • Documenting client communication and resolution efforts via internal ticketing system. • Maintaining a high degree of professionalism, confidentiality, and integrity while accessing client data/systems. • Other related responsibilities as assigned.

Requirements

• An associate’s or bachelor’s degree in computer science or related field plus 3+ years of entry-level troubleshooting experience (networking, server/OS, desktop, virtualization). • Equivalent combinations of education and/or experience will be considered. • Demonstrated ability to provide outgoing, enthusiastic customer service with a drive to deliver exceptional service. • Strong organization and problem-solving skills; experience prioritizing multiple responsibilities in a fast-paced environment. • Demonstrated history of taking ownership/accountability of assigned tasks. • Excellent oral and written English communication skills. • Demonstrated integrity and the ability to maintain client confidentiality. • Microsoft or other technical certifications highly desired. • Passion or interest in career progression in Information Technology Services preferred. • Entry-level understanding of technology concepts and troubleshooting (networking, server/OS, desktop, virtualization) required. • Demonstrated ability to perform basic troubleshooting of desktop, server/OS, and networking issues. • Previous exposure to ticketing systems a plus (Connectwise preferred) • Working knowledge of business applications including Office365 suite required.

Benefits

• PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+ • 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days • Holidays – Managed Solution celebrates 7 paid holidays each year Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service! • Medical, Dental, Vision – Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs) • Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7 • $100K Life/AD&D policy provided for all employees, free of charge! • Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more! • $80/Month Cell Phone + Internet Reimbursement