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, directing them to the appropriate support personnel.

• Monitor and engage with customer communications through chat, email, and phone.

• Accurately enter and update tickets within a ticketing system.

• Allocate tickets based on established schedules or processes and contact technicians as necessary.

• Provide support for IT desktop applications, infrastructure, customer service requests, and application troubleshooting.

• Oversee production and non-production environments for alarms 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.

• Design, manage, and maintain alerts in the Service Desk-NOC area.

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

• Adhere to written troubleshooting guidelines and provide feedback for necessary updates.

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

• Acquire and comprehend training materials relevant to the industry, applications, customer service, and processes.

• Develop a comprehensive understanding of internal processes and assist as required.

⛳️ Requirements

• A minimum of 1-3 years of customer service experience in a technical Helpdesk or client-facing role.

• Familiarity with Linux, Windows, AI/Co-Pilot, MAC OS Operating Systems, Networking concepts, AWS concepts, and Security concepts and terminology.

• Proficient troubleshooting skills in Microsoft Office and experience in Desktop support.

• Exceptional written and verbal communication capabilities.

• Ability to create professional and easily understandable instructions and correspondence.

• Initiative, critical thinking, and strong follow-through skills.

• Self-motivated and an excellent team player.

• Genuine passion for customer service and ensuring satisfaction.

• Availability to work from Tuesday to Saturday, 8:00 AM to 5:00 PM US Eastern Time / Tuesday-Wednesday to Saturday-Sunday, 5:30 PM to 2:30 AM India Time.

🏝️ Benefits

• Enjoy a comprehensive benefits package including health, dental, and vision insurance.

• Opportunities for professional development and training.

• Flexible working hours and a supportive team environment.