We are seeking a Senior Customer Support Account Representative to serve as the first point of contact for IT Service Desk users.
This role involves providing technical support, troubleshooting, and resolving software/hardware issues while ensuring the highest level of customer service.
The ideal candidate will have strong communication skills, technical expertise, and the ability to work in a fast-paced, high-tech environment.
Key Responsibilities: 1. Customer Service & Technical Support: - Answer incoming calls, chats, and tickets while maintaining professionalism.
- Listen carefully to customers to accurately diagnose and understand technical issues.
- Provide empathetic, solution-driven support with a sense of urgency.
- Document customer interactions accurately and thoroughly in the call tracking system.
2. Incident Management & Resolution: - Diagnose, troubleshoot, and resolve enterprise software and hardware issues.
- Apply technical knowledge to support and maintain all existing systems.
- Escalate unresolved issues and communicate status updates to end users.
- Install, modify, clean up, and run diagnostic programs on computer hardware, peripherals, and software.
3. System Maintenance & Process Improvement: - Identify and streamline/automate support processes for improved efficiency.
- Provide after-hours and weekend support as needed.
- Ensure adherence to best practices in IT support.
Qualifications & Experience: Required: - High school diploma or GED with relevant work experience.
- 2-5 years of experience in a technical support or customer service role within a fast-paced, high-tech environment.
- Excellent customer service and communication skills.
- Strong problem-solving abilities and a proactive approach to troubleshooting.
- Ability to work independently and manage multiple priorities effectively.
- Willingness to work variable shifts, including evenings, weekends, and public holidays.
Preferred: - Prior experience in an IT service desk or technical support role.
- Familiarity with enterprise software, hardware troubleshooting, and diagnostics.
680 West 10000 South Jordan UT USA 84095
Education: High School