Customer Service Representative II

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

📋 Description

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

• Precisely input and update tickets in a ticketing system, allocate tickets according to a documented schedule or process, and contact technicians as necessary to assist with issues.

• Address the following types of inquiries, calls, or tickets: IT Desktop Applications (e.g., Outlook, Microsoft Office, VPN software, Windows/MAC OS, Virtual Desktop Instances), IT Infrastructure (e.g., telephones, network/internet connectivity), and Customer and End User Service Requests (e.g., password resets, VPN token resets, service inquiries, external customer incident reporting).

• Provide application troubleshooting assistance.

• Monitor production and non-production environment platforms for alerts and performance issues related to systems, applications, databases, and network/customer connectivity.

• Handle alarm events and technical application issues by creating, modifying, troubleshooting, and closing trouble tickets, as well as directing issues to the appropriate teams or vendors for investigation and support as needed.

• Assist with project tasks, requirements, and other operational deliverables upon request.

⛳️ Requirements

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

• Knowledge of Linux, Windows, MAC OS operating systems, networking concepts, AWS concepts, and relevant security terminology.

• Proficiency in Microsoft Office troubleshooting and desktop support experience.

• Strong written and verbal communication skills, with the ability to create professional and clear instructions and correspondence.

• A proactive attitude, critical thinking capabilities, and effective follow-through.

• Ability to be a self-starter while also being an excellent team player.

🏝️ Benefits

• Competitive salaries and comprehensive benefit packages.

• Opportunities for relocation to various locations.