Technical Support Representative

Overview:

We are seeking an entry-level Customer Support Technical Representative to deliver exceptional service and technical support to both internal and external B2B customers. This role involves high-volume interactions with professionals at all levels, including executives, and requires strong communication skills, professionalism, and a customer-first mindset.

Key Responsibilities:

• Deliver courteous and professional customer service via phone, email, and ticketing systems.
• Resolve technical issues such as login problems, password resets, and access requests.
• Utilize knowledge base articles and SOPs to troubleshoot or escalate issues.
• Document all actions and resolutions in the ITSM ticketing system.
• Guide users through equipment requests, relocations, software installations, and programming changes.
• Collaborate with team members on support projects and departmental operations.
• Escalate complex issues to support tiers or team leads.
• Maintain punctuality and professionalism in both remote and in-office settings.
• Complete administrative tasks such as timesheets and compliance training.
• Participate in weekend shifts every 3–4 weeks and be available for holiday coverage as scheduled.

Work Environment:

• Hybrid schedule (2 days in office weekly).
• Shifts vary: 9am–6pm ET, 7am–4pm ET, or 11am–8pm ET, based on call center needs.
• Call center operates 24/7, including holidays.

Required Skills:

• Minimum 1 year of customer service experience (call center preferred).
• Strong verbal and written communication skills in English.
• Comfortable handling 20–30 calls per day.
• Ability to multitask across calls, tickets, and chat platforms.
• Basic computer navigation skills.
• Entry-level candidates and recent graduates encouraged to apply.

Preferred Qualifications:

• Bachelor’s degree in Computer Science, IT, or related field.
• Experience with Salesforce or ServiceNow.
• Experience in financial services, credit, or banking.

Example Customer Requests:

• Password resets
• Login issues
• File expectations
• Escalation handling
• Transactional downtime