Customer Service Specialist

Overview

We're looking for a creative and adaptable Customer Service Specialist to deliver world-class situation management for premier enterprise customers. That means you'll build relationships with our partners and customers as the face of our clients - you're not just a name on the phone, you're a dedicated expert who IT departments know and trust to investigate and solve issues that affect their business. This team embraces a growth mindset that encourages you to lean in and learn what matters most to our customers so you can make decisions that put your customers first.

At TeKnowledge, your work makes an impact from day one. We partner with organizations to deliver AI-First Expert Technology Services that
drive meaningful impact in AI, Customer Experience, and Cybersecurity. We turn complexity into clarity and potential into progress-in a place where people lead and tech empowers.

You'll be part of a diverse and inclusive team where trust, teamwork, and shared success fuel everything we do. We push boundaries, using advanced technologies to solve complex challenges for clients around the world.

Here, your work drives real change, and your ideas help shape the future of technology. We invest in you with top-tier training, mentorship, and career development-ensuring you stay ahead in an ever-evolving world.

Why You'll Enjoy It Here:

• Be Part of Something Big - A growing company where your contributions matter.
• Make an Immediate Impact - Support groundbreaking technologies with real-world results.
• Work on Cutting-Edge Tech - AI, cybersecurity, and next-gen digital solutions.
• Thrive in an Inclusive Team - A culture built on trust, collaboration, and respect.
• We Care - Integrity, empathy, and purpose guide every decision.

We're looking for innovators, problem-solvers, and experts ready to drive change and grow with us.

We Are TeKnowledge. Where People Lead and Tech Empowers.

Responsibilities

This role will:

• Serve as a single point of contact for customers, gathering information needed to resolve cases, setting expectations, and delivering guidance on resolutions while a technical team works to resolve critical system issues.
• Assign appropriate severity level, category, priority, and team to each incident.
• Manage the end-to-end customer case lifecycle to ensure incidents are resolved accurately and timely, proactively following up and engaging with the customer.
• Collaborate and seek guidance from technical engineers, subject matter experts, and other team members to validate your approach, escalating to higher-level technical support as needed.
• Maintain documentation for all cases, including queries, process steps, resolutions consistent with commitments, and prescribed protocols, always protecting confidential and sensitive information.

Qualifications

In this role:

• Customer service experience and a desire to learn new technical skills
• Excellent multitasking, organizational, and problem-solving skills
• Creativity and adaptability
• Skill in developing and maintaining positive working relationships

What We Offer You:

• The salary range for Colorado residents starts at $17/hr. (depending on the line of business) plus a quarterly bonus based on quality and productivity. Pay is based on several factors including, but not limited to, education, work experience, certifications, etc.
• Medical, dental, and vision benefits, legal coverage benefits, Employee Assistance Program, and pet insurance
• Recurring bonus opportunities for performance and referrals
• Opportunities to earn industry-recognized certifications in more than 1,500 courses
• A culture dedicated to promoting from within