IT Customer Service Representative
Posted Updated
Location: 100% On-Site in Richmond, VA
Position Type: Hourly, Full Time
Experience Level: Entry Level
Compensation: $15 per hour
About the Role:
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
What You’ll Do:
- 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.
Benefits:
We believe in rewarding hard work with meaningful perks that support your growth, health, and well-being.
- 10 days of paid time off (PTO)
- 11 paid federal holidays
- 401(k) with 4% company match
- Monthly healthcare stipend
- Gym membership stipend
- Weekly team lunches and in-office snacks