Customer Support Representative
Job Summary
Providing 24/7 customer-centered IT support, the full-time remote Customer Support Representative will serve as the first point of contact for user issues, logging and resolving incidents while proactively monitoring service levels to enhance productivity.
Key responsibilities
- Log, classify, and resolve incidents and service requests using ITIL-based service management processes
- Proactively monitor incidents nearing SLA thresholds and escalate as necessary to ensure timely closure
- Identify trends and recurring issues, recommending improvements to elevate service quality and reduce incident volumes
Required qualifications
- In-depth knowledge of IT service desk operations
- Expertise in ticket resolution and escalation
- Ability to identify and resolve recurring issues
- Must possess or be eligible to obtain a Public Trust background investigation
- Must be a U.S. Citizen
Complete Job Description
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