IT Customer Service Representative

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.