About this role

Assisting customers by providing information about products and/or services
Responding to alerts from servers, applications, and network
Monitoring and responding to multiple channels of customer communication including chat, email, and phone
Accurately entering/updating tickets into a ticketing system and calling technicians as required
Supporting the following types of calls: IT Desktop Applications, IT Infrastructure, Customer and End User Service Requests, Application Troubleshooting
Managing alarm events and technical application issues
Supporting/Performing Project Tasks, Requirements and other Operations deliverables as requested

Minimum 1-3 years of customer service experience with a technical Helpdesk or customer facing position
Familiarity with Linux, Windows, MAC OS Operating Systems, Networking concepts, AWS concepts, and Security concepts and terminology
Microsoft Office troubleshooting skills and Desktop support experience
Excellent written and verbal communication skills and the ability to author professional and easy to follow instructions and correspondence
Initiative, critical thinking and good follow-through
Being a self-starter and an excellent team player.

Customer Service Representative II

Key skills