IT Customer Service Representative

IT Customer Service Representative

Are you a tech-savvy problem solver with a passion for customer service? Join our dynamic team as an IT Customer Service Representative and make a difference in the world of IT support!

The Role

As an IT Customer Service Representative, you will play a crucial role in ensuring customer satisfaction by providing top-notch support and resolving technical issues efficiently.

Pay Rate Transparency

Pay Range: $15 $19 / hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

What You'll Do

• Attain a minimum of 85.5% of working hours each day in an available state while logged into the telephone ACD queue.
• Receive and log customer problems/requests/issues and ensure proper documentation.
• Perform initial level of problem identification and attempt to resolve using provided knowledge articles.
• Assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.
• Perform incident notification and escalation to ensure problems/requests/issues are communicated effectively.
• Follow up on all incidents with customers to ensure satisfaction.
• Develop and maintain knowledge of problem tracking software and database.
• Participate in operational readiness testing for new business transition activities as required.

What You Bring

• 2-4 years of experience
• Associate's degree or higher
• Experience with an incident tracking system (ServiceNow required)
• Experience with remote desktop software
• Excellent customer service and communication skills
• General technical experience in Microsoft Windows Operating Systems, Microsoft Office, Network Connectivity, Print, Email Services

Why Work With Us

• Opportunity to work remotely while being local to San Antonio, TX
• Long-term contract with stability
• Comprehensive benefits package including health insurance and 401(k) plan
• Supportive and collaborative work environment

Equal Employment Opportunity

Pyramid Consulting, Inc. / Hoonr provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. By applying to our jobs, you agree to receive calls, AI-generated calls, text messages, or emails from Pyramid Consulting, Inc. and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy .