# IT Customer Service Representative

**Company:** [Agency](https://hotfix.jobs/companies/agency)
**Location:** Richmond, VA
**Role:** Support Engineering
**Salary:** $31k – $31k/yr
**Experience:** 0+ years
**Skills:** It Support, Help Desk, Mac, Windows, Comptia A+, Itil, CRM, Customer Support Platforms, Ticketing Systems
**Posted:** 2026-08-07

> 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.

## Job Description

## 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.

## Similar jobs

- [US-Benefits Support Analyst, Missed Enrollments](https://hotfix.jobs/jobs/26cb5168-ea1e-46b3-ac2c-2085781c65f7) - Rippling - Remote - $33k – $54k/yr
- [SOC Support Specialist](https://hotfix.jobs/jobs/f42cef60-f585-461b-b2cc-d35a0d6142ed) - Huntress - Remote - £35k – £45k/yr
- [Associate Technical Support Specialist](https://hotfix.jobs/jobs/68c74e5b-39a4-4c58-8487-31de91a63b68) - Hinge Health - Remote - $37k – $64k/yr
- [Carrier Connections Associate](https://hotfix.jobs/jobs/31e9d566-8aab-4e2b-93f4-5592b9b56377) - Rippling - Remote - $37k – $52k/yr
- [Customer Success Specialist 1](https://hotfix.jobs/jobs/2a40d3f3-bb90-4b94-a25f-5e78699069f5) - PracticeTek - Remote - $40k – $48k/yr

**Apply:** https://hotfix.jobs/jobs/1e33a2ad-e948-4a69-8f8c-9ae60786871d
**Canonical:** https://hotfix.jobs/jobs/1e33a2ad-e948-4a69-8f8c-9ae60786871d