Customer Support Representative, L2

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

📋 Description

• Responds to incoming help desk queries via phone and email, ensuring a positive initial impression of our organization.

• Utilizes basic technical skills and company procedures/client service level agreements to determine the urgency of each inquiry.

• Generates a ticket for each interaction through the Connectwise ticketing system and assigns it to the relevant team member for resolution.

• Oversees ticket boards for status updates and manages assignments to guarantee that tickets are addressed within the designated timeframe.

• Effectively communicates technical information clearly and succinctly over the phone, in person, and in writing to English-speaking clients.

• Records client communications and resolution efforts within the internal ticketing system.

• Maintains a high level of professionalism, confidentiality, and integrity while accessing client data and systems.

⛳️ Requirements

• An associate’s or bachelor’s degree in computer science or a related discipline, along with 3+ years of entry-level troubleshooting experience.

• Proven ability to deliver enthusiastic customer service with a commitment to providing exceptional support to both internal and external team members.

• Strong organizational and problem-solving skills; experience managing multiple responsibilities in a dynamic environment.

• A history of taking ownership and accountability for assigned tasks.

• Outstanding oral and written communication skills in English.

• Proven integrity and the capacity to uphold client confidentiality.

• Microsoft or other technical certifications are highly preferred.

• A passion or interest in advancing a career in Information Technology Services is preferred.

• Basic understanding of technology concepts and troubleshooting is required.

• Prior experience with ticketing systems is advantageous, with a preference for Connectwise.

• Proficient knowledge of business applications, including the Office365 suite, is required.

🏝️ Benefits

• PTO – accrue up to 10 days in the first year; 15 days in the second year; and 20 days in the third year and beyond.

• 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days.

• Holidays – 7 paid holidays each year, plus 1 floating holiday per year and 2 additional holidays after 5 years of service!

• Medical, Dental, Vision – Managed Solution covers 80% of the employee cost on the base plan, along with 15% of dependent costs on the base plan.

• Optional Flexible Spending Account for eligible Health Care or Dependent Care expenses.

• Telemedicine options: access a medical provider from anywhere, over the phone, 24/7.

• $100K Life/AD&D policy provided for all employees at no cost!

• Employee Assistance Program – complimentary financial consultations, counseling services, 24/7 traveler’s assistance, and more!

• $80/Month Cell Phone + Internet Reimbursement.