Customer Service Representative II

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

📋 Description

• Oversee and engage with various customer communication channels, such as chat, email, and phone.

• Accurately log and update tickets in a ticketing system, allocate tickets as per established schedules or procedures, and contact technicians when necessary.

• Provide support for IT desktop applications, IT infrastructure, customer service, password resets, VPN token resets, and application troubleshooting inquiries.

• Monitor both production and non-production environments for alerts and performance concerns 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 uphold Service Desk-NOC alerts.

• Handle alarm events and technical application challenges by creating, altering, troubleshooting, closing, and directing trouble tickets to the appropriate teams or vendors.

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

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

• Acquire and implement training materials related to the industry, applications, customer service, and procedures.

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

⛳️ Requirements

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

• Understanding of Linux, Windows, AI/Co-pilot, MAC OS Operating Systems, networking concepts, AWS principles, and security terminology.

• Proficiency in Microsoft Office troubleshooting and desktop support experience.

• Exceptional written and verbal communication skills, with the ability to create professional and easy-to-understand instructions and correspondence.

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

• A self-starter who excels as part of a team.

• Willingness to work various shifts as necessary for coverage.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and training.

• Flexible work hours and a supportive work environment.