Customer Service Representative | IT Help Desk

#LI-CF2 #LI-Hybrid Essential Functions and Primary Duties Engage customers via phone or email and create trouble tickets for user support calls. This entails responding to phone calls, emails, and self-service requests in a timely and professional manner. Open new and dispatch existing tickets to available technicians. Follow up on previously dispatched tickets to ensure first call resolutions are met. Consistently adhere to defined department policies and procedures for processing, escalating, notifying and closing tickets. Gather sufficient information from customers for proper handoff to technicians. Fully document all information gathered in the ticketing software system during any communication with client. Strong and consistent communication with internal staff as well as with customers. Assist with process improvements and service delivery on a continuing basis. Responsible for maintaining relevant certifications as needed. Perform tasks as assigned by management. Preferred Qualifications At least 1 year of experience in an IT or related position is highly preferred 3 years’ experience in client facing position professional services role is highly preferred 3 years’ experience in a dispatch or an IT or related position Strong organizational and customer service skills Minimum Qualifications High School Diploma or GED equivalent required Proficient use of applicable technology Ability to follow technical instructions and guidelines Able to work in a team environment Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally Ability to travel as required by business and on-call availability Able to lift up to 50 lbs