Making IT easy.
Customer Support Representative, L2
Location
California
Posted
58 days ago
Salary
$21 - $25 / hour
Seniority
Senior
Job Description
Customer Support Representative, L2
Managed Solution
• Leverage entry-level technical support knowledge to provide superior customer service to managed services clients and basic troubleshooting/ticket resolution within a 24/7/365 helpdesk environment. • Answers incoming help desk inquiries via phone and email, providing a positive first impression of our company. • Uses entry-level technical skills and company processes/client service level agreements to prioritize the urgency of each inquiry. • Creates a ticket for each interaction via Connectwise ticketing system and assigns the ticket to the appropriate team member for resolution. • Monitoring ticket boards for status and managing assignments to ensure tickets are responded to by Technical Support Specialists within the appropriate timeframe for each ticket’s priority level, communicating with the appropriate parties and performing follow-up actions to ensure tickets move timely through the resolution process. • The first priority for the Customer Support Representative, Level 2, is answering incoming calls to generate tickets; however, after initial training and as time and skill levels allow, CSR2s will work to resolve Level 1 tickets and escalate as appropriate per position guidelines. • Communicates technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients. • Documenting client communication and resolution efforts via internal ticketing system. • Maintaining a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments. • Maintaining compliance with all company policies and procedures. • Other related responsibilities as assigned.
Job Requirements
- An associate’s or bachelor’s degree in computer science or related field plus 3+ years of entry-level troubleshooting experience (networking, server/OS, desktop, virtualization).
- Equivalent combinations of education and/or experience will be considered.
- Demonstrated ability to provide outgoing, enthusiastic customer service with a drive to deliver exceptional service to both internal and external team members.
- Strong organization and problem-solving skills; experience prioritizing multiple responsibilities in a fast-paced environment.
- Demonstrated history of taking ownership/accountability of assigned tasks.
- Excellent oral and written English communication skills.
- Demonstrated integrity and the ability to maintain client confidentiality.
- Microsoft or other technical certifications highly desired.
- Passion or interest in career progression in Information Technology Services preferred.
- Entry-level understanding of technology concepts and troubleshooting (networking, server/OS, desktop, virtualization) required.
- Demonstrated ability to perform basic troubleshooting of desktop, server/OS, and networking issues to resolve tickets related to account administration, printer issues, basic networking, blocking spam emails, etc.
- Previous exposure to ticketing systems a plus (Connectwise preferred)
- Working knowledge of business applications including Office365 suite (Teams, Outlook, SharePoint, etc.) required.
Benefits
- PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+
- 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days
- Holidays – Managed Solution celebrates 7 paid holidays each year Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service!
- Medical, Dental, Vision – Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs)
- Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7
- $100K Life/AD&D policy provided for all employees, free of charge!
- Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more!
- $80/Month Cell Phone + Internet Reimbursement
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