Overview:
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 users while delivering an exceptional customer experience.
** This position is Monday to Friday in our Richmond, VA office. **
Key Responsibilities:
• 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.
What We Offer:
• A collaborative work environment with opportunities for professional growth.
• Training to stay updated on the latest IT trends and customer service techniques.
• Competitive compensation and benefits.
If you’re passionate about technology and enjoy helping people, we’d love to have you on our team!
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