Dynamics Product Manager
Devoteam
CloudCyber Security
Customer Support Representative, Level 2
Managed Solution
full-time
Posted on:
Origin: • 🇺🇸 United States • California
Visit company websiteSalary
💰 $21 - $25 per hour
Job Level
Mid-LevelSenior
Tech Stack
CloudJavaScript
About the role
- Answer incoming help desk inquiries via phone and email, providing a positive first impression
- Use entry-level technical skills and company processes/SLAs to prioritize urgency of inquiries
- Create tickets for each interaction via Connectwise and assign to appropriate team members
- Monitor ticket boards, manage assignments, communicate with parties, and follow up to ensure timely ticket resolution
- Primary priority: answer incoming calls to generate tickets; after training, resolve Level 1 tickets and escalate per guidelines
- Communicate technical information clearly over the phone, in person, and in writing to English-speaking clients
- Document client communication and resolution efforts via internal ticketing system
- Maintain professionalism, confidentiality, and integrity while accessing client data/systems supporting mission-critical environments
- Maintain compliance with all company policies and procedures
- Work in a 24/7/365 helpdesk environment from headquarters or remote home office within assigned state; presence at headquarters, client locations, or events may be required occasionally
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
- 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
- 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 (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 for 24x7 operations; shifts assigned by management
- Must be authorized to work in the United States (E-Verify participation)
- Ability to talk, listen and speak clearly on telephone; ability to frequently sit/stand for long periods and lift up to 10 pounds
