Customer Support Representative, L2

Description

Why clients love us:

We are laser focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts!  

The value you'll bring:

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. Customer Support Representatives, Level 2, are responsible for the following...

• Answers incoming help desk inquiries via phone and email, providing a positive first impression of our company.
• Uses entry-level technical skills and company processes/client service level agreements to prioritize the urgency of each inquiry.
• Creates a ticket for each interaction via Connectwise ticketing system and assigns the ticket to the appropriate team member for resolution.
• Monitoring ticket boards for status and managing 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 tickets move timely through the resolution process.
• The first priority for the Customer Support Representative, Level 2, is answering incoming calls to generate tickets; however, after initial training and as time and skill levels allow, CSR2s will work to resolve Level 1 tickets and escalate as appropriate per position guidelines.
• Communicates technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients. 
• Documenting client communication and resolution efforts via internal ticketing system. 
• Maintaining a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments.
• Maintaining compliance with all company policies and procedures.
• Other related responsibilities as assigned.

Requirements

Education and Work Experience Requirements:

• 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. Your presence at our 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: the ability to frequently sit and stand for long periods of time; to manipulate obje