Experienced Customer Support Representative, Level 2 – Technology Modernization and Cloud Transformation

At careerzynith, we are committed to delivering exceptional quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. As a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego, we pride ourselves on being the experts in the industry. Our clients trust us because we have a team of highly skilled engineers who individually hold over 38 Microsoft certifications.

• *The Value You'll Bring**

As a member of the Managed Operations Center, the Customer Support Representative, Level 2, will leverage entry-level technical support knowledge to provide superior customer service to managed services clients and basic troubleshooting/ticket resolution within a 24/7/365 helpdesk environment, working from Managed Solution headquarters or remotely. This role is ideal for individuals who are passionate about delivering exceptional customer service and have a drive to deliver exceptional service to both internal and external team members.

• *Key Responsibilities:**

• Answer incoming help desk inquiries via phone and email, providing a positive first impression of our company.
• Use entry-level technical skills and company processes/client service level agreements to prioritize the urgency of each inquiry.
• Create a ticket for each interaction via Connectwise ticketing system and assign the ticket to the appropriate team member for resolution.
• Monitor ticket boards for status and manage assignments to ensure tickets are responded to by Technical Support Specialists within the appropriate timeframe for each ticket's priority level, communicating with the appropriate parties and performing follow-up actions to ensure tickets move timely through the resolution process.
• The first priority for the Customer Support Representative, Level 2, is answering incoming calls to generate tickets; however, after initial training and as time and skill levels allow, CSR2s will work to resolve Level 1 tickets and escalate as appropriate per position guidelines.
• Communicate technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients.
• Document client communication and resolution efforts via internal ticketing system.
• Maintain a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments.
• Maintain compliance with all company policies and procedures.
• Other related responsibilities as assigned.

• *Essential Qualifications:**

• An associate's or bachelor's degree in computer science or related field plus 3+ years of entry-level troubleshooting experience (networking, server/OS, desktop, virtualization). Equivalent combinations of education and/or experience will be considered.
• 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.

• *Preferred Qualifications:**

• 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 (networking, server/OS, desktop, virtualization) required. Demonstrated ability to perform basic troubleshooting of desktop, server/OS, and networking issues to resolve tickets related to account administration, printer issues, basic networking, blocking spam emails, etc.
• Previous exposure to ticketing systems a plus (Connectwise preferred)
• Working knowledge of business applications including Office365 suite (Teams, Outlook, SharePoint, etc.) required.

• *Work Environment and Company Culture:**

At careerzynith, we believe our strength comes from our differences, and we are committed to fostering and promoting a culture of diversity and inclusion. We believe our team and our community are our greatest assets and we strive to promote both. From providing our employees the time to pursue Microsoft certifications, to supporting and partnering with multiple non-profit organizations, we believe this is where healthy and happy employees thrive.

As we grow, we are anchored and driven by our Core Values:

• **Integrity**: We demonstrate consistent, trustworthy behavior. We are honest with everyone, take ownership (even in the face of failure), and do the right thing... even when no one is looking.
• **Heart**: We show genuine care for our community, our customers, and our culture. We believe people are at the heart of IT! We are authentic, inclusive, and take time to celebrate and enjoy one another's company.
• **Innovation**: We cultivate a diverse work environment and forward-thinking business by supporting an open exchange of ideas, driven by creativity and collaboration. We're dedicated to consistently delivering excellence through a ‘yes- to- what’s-next’ attitude.
• **Teamwork**: We work together and support one another to achieve a clear, common goal, while taking accountability for our own contribution's and the overall team's success.

• *Compensation and Benefits:**

• Base Wage Range: $21.00 to $25.00 per hour
• 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; careerzynith matches 50% of your first 6% in contributions, starting after 90 days
• Holidays – careerzynith celebrates 7 paid holidays each year
• Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service!
• Medical, Dental, Vision – careerzynith 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
• All Company compensation and benefits programs are subject to Company policy and plan documents and are subject to change at Company’s sole discretion.

• *Why Our Employees Love Working Here:**

We are an equal opportunity employer committed to Diversity, Inclusion & Belonging. Individuals seeking employment at careerzynith are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity or sexual orientation. At careerzynith, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

• *How to Apply:**

If you have applied previously but have not been selected, please feel free to apply as often as monthly if you remain qualified, eligible, and interested in the position as outlined herein. Use the “apply” button to submit your application*. By submitting a resume, you agree to the terms and conditions of our Job Applicant Privacy Policy.

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