IT Customer Support Analyst

Job Summary

Providing remote first-tier helpdesk support, the full-time IT Customer Support Analyst will assist internal and external customers via phone, chat, and self-service, ensuring customer satisfaction and effective troubleshooting of technical issues.

Key responsibilities

• Perform remote troubleshooting and guide customers toward resolution of technical issues
• Process account password resets and unlocks while adhering to company PCI standards
• Document all customer interactions in a CRM tool and follow up to ensure satisfactory service

Required qualifications

• Associate degree in computer science, Information Systems, Engineering, or related field, or equivalent experience
• Minimum of 2 years of customer service experience, preferably in a call center or helpdesk environment
• Experience working with Service Now or similar CRM tools
• Ability to type a minimum of 35 WPM
• Strong background in customer service with experience as an IT help desk technician