Customer Support Representative, L2

🕒 May 1

🏄 California – Remote

🏄 California – Remote

💵 $21 - $25 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Managed Solution

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2002

🏢 Enterprise

☁️ SaaS

Enterprise • SaaS • Cloud

Managed Solution is a leading Managed IT Services provider specializing in Microsoft technologies. They offer a range of services including IT help desk, Microsoft consulting, security services, Azure cloud managed services, and business process automation. As a top Microsoft Service Provider in the US, Managed Solution boasts numerous Microsoft certifications and accommodates clients with a 24/7/365 US-based helpdesk. They focus on leveraging cutting-edge technology to enhance employee lifecycle management, employee engagement, and technology mergers and acquisitions. With a presence across the US, Managed Solution is dedicated to providing comprehensive IT support and cloud services to various industries, including healthcare and life sciences technology services.

📋 Description

• Answers incoming help desk inquiries via phone and email, providing a positive first impression of our company • Uses entry-level technical skills and company processes/client service level agreements to prioritize the urgency of each inquiry • Creates a ticket for each interaction via Connectwise ticketing system and assigns the ticket to the appropriate team member for resolution • Monitoring ticket boards for status and managing assignments to ensure tickets are responded to within the appropriate timeframe • Communicates technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients • Documenting client communication and resolution efforts via internal ticketing system • Maintaining a high degree of professionalism, confidentiality, and integrity while accessing client data/systems

🎯 Requirements

• An associate’s or bachelor’s degree in computer science or related field plus 3+ years of entry-level troubleshooting experience • Demonstrated ability to provide outgoing, enthusiastic customer service with a drive to deliver exceptional service to both internal and external team members • Strong organization and problem-solving skills; experience prioritizing multiple responsibilities in a fast-paced environment • Demonstrated history of taking ownership/accountability of assigned tasks • Excellent oral and written English communication skills • Demonstrated integrity and the ability to maintain client confidentiality • Microsoft or other technical certifications highly desired • Passion or interest in career progression in Information Technology Services preferred • Entry-level understanding of technology concepts and troubleshooting required • Previous exposure to ticketing systems a plus (Connectwise preferred) • Working knowledge of business applications including Office365 suite required.

🏖️ Benefits

• PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+ • 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days • Holidays – 7 paid holidays each year plus 1 floating holiday per year and 2 after 5 years of service! • Medical, Dental, Vision – Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan • Optional Flexible Spending Account for eligible Health Care or Dependent Care costs • Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7 • $100K Life/AD&D policy provided for all employees, free of charge! • Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more! • $80/Month Cell Phone + Internet Reimbursement