Customer Support Representative, L2

About the role

As a member of the Managed Operations Center, the Customer Support Representative, Level 2, will 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, working from Managed Solution headquarters or remotely.

Responsibilities

• Answer incoming help desk inquiries via phone and email, providing a positive first impression of the company.
• Use entry-level technical skills and company processes/client service level agreements to prioritize the urgency of each inquiry.
• Create a ticket for each interaction via Connectwise ticketing system and assign the ticket to the appropriate team member for resolution.
• Monitor ticket boards for status and manage 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 timely resolution.
• Answer incoming calls to generate tickets; after initial training and as time and skill levels allow, resolve Level 1 tickets and escalate as appropriate per position guidelines.
• Communicate technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients.
• Document client communication and resolution efforts via the internal ticketing system.
• Maintain a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments.
• Maintain compliance with all company policies and procedures.

Requirements

Education and Work Experience

• 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.

Technical Skills/Competencies

• 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.

Shift + Availability

Managed Solution operates on a 24x7 basis, supporting clients around the globe. Shifts are assigned by management in accordance with company needs.

Work Location/Remote Status

This position is eligible for remote work within a state where Managed Solution has payroll operations. Employees will work from a home office within an assigned state. Presence at company headquarters in San Diego, CA; at meetings/conferences/off-site events; at client locations; or elsewhere may be required on occasion.

Physical Demands

The essential functions of this job require:

• Ability to frequently sit and stand for long periods of time.
• Ability to manipulate objects with fine and gross motor skills.
• Ability to frequently lift and maneuver 10-pound objects.
• Ability to communicate in written and spoken English.
• Ability to hear.
• Ability to utilize close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• This position may operate out of a call center in an open office format with a moderate level of noise or may operate from a remote, home office.

Compensation

Base Wage Range: $21.00 to $25.00 per hour. Managed Solution considers a range of factors when determining an appropriate wage, including years of related experience, industry knowledge, formal education, relevant certifications, and geographic location. Wages are paid as earned and in accordance with company policies.

Benefits

• PTO – earn 80 hours lump sum year 1; 15 days accrued throughout year 2; and 20 days accrued throughout years 3+.
• 40 hours of Sick Time per calendar year.
• 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days.
• 7 paid holidays each year plus 1 Floating Holiday per year; and 2 additional Floating Holidays after 5 years of service.
• Medical, Dental, Vision – including two medical plans with a $0 cost for employee-only coverage tiers.
• 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.