Managed Solution

Customer Support

• 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

Customer Support Representative, Level 2