Customer Support Representative Specialist

New

Remote, USFull-Time

Salary not disclosed

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Job Details

Requirements

In-depth knowledge of IT service desk operations.
Expertise in ticket resolution and escalation.
Strong customer service and communication skills.
Ability to identify and resolve recurring issues.
Analytical skills.
Experience with omnichannel support.
Must be a U.S. Citizen.
Must possess or be eligible to obtain and successfully complete a Public Trust background investigation.

Responsibilities

Provide 24/7/365 customer-centered IT support as the first point of contact for all user issues.
Log, classify, and resolve incidents and service requests using ITIL-based processes.
Process move, add, change, and delete account requests.
Monitor incidents nearing SLA thresholds and escalate as needed to ensure timely closure.
Identify trends and recurring issues to recommend process, tool, or knowledge base improvements.

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