Customer Support Representative

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

📋 Description

• Deliver round-the-clock, customer-focused IT support as the initial point of contact for all user-related issues.

• Employ ITIL-aligned service management methodologies to record, categorize, and solve incidents and service requests.

• Handle requests for account modifications, including moves, additions, changes, and deletions.

• Actively monitor incidents that are approaching SLA limits.

• Elevate incidents when necessary to guarantee accountability and prompt resolution.

• Recognize patterns and recurring problems.

• Propose enhancements to processes, tools, or knowledge bases to improve service quality and decrease incident frequency.

• Provide dependable and responsive IT support that boosts productivity and limits downtime.

⛳️ Requirements

• Comprehensive understanding of IT service desk functionalities.

• Proficient in ticket resolution and escalation procedures.

• Excellent customer service and communication capabilities.

• Ability to identify and address recurring issues effectively.

• Strong analytical skills.

• Experience with omnichannel support.

• Must have or be eligible to obtain and successfully complete a Public Trust background investigation and/or a Public Trust clearance.

• Must be a U.S. Citizen.

• Selected applicants may undergo a government security review and must fulfill eligibility criteria for access to classified information.

🏝️ Benefits

• Virtual health consultations.

• Commuter benefits.

• Pet insurance options.

• Discounts on entertainment.

• Annual performance evaluations.

• Tuition reimbursement.

• Opportunities for internal career advancement.

• Generous 401(k) matching contributions.

• Life and disability insurance coverage.

• Financial wellness resources.

• Annual awards recognition.

• Service anniversary celebrations.

• Referral bonuses for employee referrals.

• Peer-to-peer recognition programs.

• Comprehensive healthcare coverage.

• Wellness initiatives.

• Flu vaccination programs.

• Biometric health screenings.