Customer Service Representative II

This is a fully remote position, open to applicants in India.

📋 Description

• Assist customers by delivering information regarding products and/or services, addressing inquiries, and resolving issues and challenges.

• Respond to alerts from servers, applications, and networks, and delegate them to the appropriate support personnel.

• Provide end-user assistance for proprietary business applications as well as standard client software.

• Work from Tuesday to Saturday, 2:30 PM to 11:30 PM US Eastern Time, which corresponds to Wednesday to Sunday, 12:01 AM to 9 AM India Time.

• Monitor and react to customer communications via chat, email, and phone.

• Accurately enter and update tickets, assign tickets according to established processes, and contact technicians as necessary.

• Support IT desktop applications, IT infrastructure, customer service requests, and application troubleshooting.

• Oversee production and non-production platforms for alerts and performance issues across systems, applications, databases, and network/customer connectivity.

• Collaborate with Network Operations, Server Operations, Security Operations, Application Operations, and Customer Service Center teams to design, manage, and maintain Service Desk-NOC alerts.

• Manage alarm events and technical application issues by creating, modifying, troubleshooting, closing, and routing tickets.

• Adhere to written troubleshooting instructions and provide feedback when updates are necessary.

• Support or carry out project tasks, requirements, and other operational deliverables as requested.

• Learn training materials related to the industry, applications, customer service, and processes.

• Comprehend internal processes and assist as needed.

⛳️ Requirements

• A minimum of 1-3 years of experience in customer service, preferably in a technical helpdesk or customer-facing role.

• Knowledge of Linux, Windows, AI/Co-Pilot, MAC OS Operating Systems, Networking concepts, AWS concepts, and relevant security terminology.

• Proficiency in Microsoft Office troubleshooting and desktop support experience.

• Outstanding written and verbal communication skills with the ability to create professional and easily understandable instructions and correspondence.

• Demonstrated initiative, critical thinking, and strong follow-through capabilities.

• A self-starter who is also a fantastic team player.

• Must possess flexibility to work various shifts and holidays as required for coverage purposes.

🏝️ Benefits

• Competitive salary and opportunities for growth within the company.

• Comprehensive health benefits package including medical, dental, and vision coverage.

• Paid time off and holiday pay.

• Access to training and development resources to enhance your skills.

• Supportive and collaborative work environment.