Customer Support Representative

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

📋 Description

• Deliver 24/7/365 customer-focused IT support as the primary contact for all user-related issues

• Utilize ITIL-aligned service management procedures to log, categorize, and address incidents and service requests

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

• Actively monitor incidents approaching SLA limits

• Escalate incidents as necessary to guarantee accountability and prompt resolution

• Detect patterns and recurring problems

• Suggest 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 minimizes downtime

⛳️ Requirements

• Comprehensive understanding of IT service desk functions

• Proficiency in ticket resolution and escalation procedures

• Excellent customer service and communication abilities

• Capability to identify and address recurring issues

• 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 be subject to a government security investigation and must fulfill eligibility criteria for access to classified information

🏝️ Benefits

• Virtual health visits

• Commuter perks

• Pet insurance

• Entertainment discounts

• Annual performance reviews

• Tuition assistance

• Opportunities for internal career advancement

• 401(k) matching

• Life insurance

• Disability insurance

• Financial wellness resources

• Annual awards

• Service anniversary recognitions

• Referral bonuses

• Peer-to-peer acknowledgments

• Healthcare coverage

• Wellness initiatives

• Flu vaccinations

• Biometric screenings

• Remote work options