IT Customer Service Representative

About the Role

We are seeking a skilled and customer-focused IT Customer Service Representative to join our team. This hybrid role combines the responsibilities of a traditional help desk technician and a customer service representative. You will provide technical support to customers.

What You'll Do

• Technical Support: Troubleshoot and resolve technical issues related to software via phone, email, or chat. Guide customers through step-by-step solutions and provide clear documentation.
• Customer Service: Respond promptly to customer inquiries, providing 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.

Qualifications

• Proven experience in IT support, a help desk, or other customer-facing service roles.
• Strong problem-solving skills and technical aptitude, and familiarity with Mac and Windows.
• Excellent communication and interpersonal skills.
• Bachelor's degree preferred, but would consider 4+ years of work experience in a similar role.
• Ability to remain calm and solution-focused under pressure.

Preferred Skills

• Certifications like CompTIA A+, ITIL, or equivalent are a plus.
• Experience with CRM or customer support platforms.

Benefits

• 10 days of paid time off (PTO)
• 11 paid federal holidays
• 401(k) with 4% company match
• Monthly healthcare stipend
• Gym membership stipend
• Weekly team lunches and in-office snacks