IT Customer Service Representative
Provides customer-facing technical support for software issues through phone, email, and chat while documenting interactions and coordinating with internal technical teams. The entry-level role requires strong communication, problem-solving skills, and familiarity with Mac and Windows.
About the job
Responsibilities
Technical Support
- Troubleshoot and resolve software-related technical issues via phone, email, or chat.
- Guide customers through step-by-step solutions and provide clear documentation.
Customer Service
- Respond promptly to customer inquiries with empathetic and professional assistance.
- Maintain a customer-first mindset while addressing concerns and ensuring satisfaction.
- Record and update detailed logs of customer interactions and technical issues in the ticketing system.
Collaboration and Training
- Liaise between customers and internal technical teams to facilitate communication and problem resolution.
- Educate users on IT tools, best practices, and self-service resources.
Requirements
- Experience in IT support, a help desk, or another customer-facing service role.
- Strong problem-solving skills and technical aptitude.
- Familiarity with Mac and Windows.
- Excellent communication and interpersonal skills.
- Ability to remain calm and solution-focused under pressure.
- Bachelor's degree preferred, or 4+ years of work experience in a similar role.
Nice to Have
- CompTIA A+, ITIL, or equivalent certification.
- Experience with CRM or customer support platforms.
Compensation and Benefits
- $15 per hour.
- 10 days of paid time off.
- 11 paid federal holidays.
- 401(k) with 4% company match.
- Monthly healthcare stipend.
- Gym membership stipend.
- Weekly team lunches and in-office snacks.
Skills
It Support, Help Desk, Mac, Windows, Comptia A+, Itil, CRM, Customer Support Platforms, Ticketing Systems
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