Job Description

At Solutions iT, we are dedicated to creating a simple and peaceful existence for our clients by blending the human element with industry-leading services. As a Customer Service Representative, you will play a crucial role in our mission to provide an exceptional IT support platform for everyone. We believe that people supporting people is the key to helping our clients live their dream, and we are looking for passionate individuals who share our vision. In this position, you will be the first point of contact for our clients, assisting them with their inquiries, technical issues, and providing ongoing support to ensure their satisfaction. Your excellent communication skills and ability to problem-solve will help us maintain our reputation for outstanding service. Working at Solutions iT means being part of a team that values collaboration, empathy, and a commitment to excellence. If you are someone who enjoys helping others and is eager to make a difference in the world of IT support, we encourage you to apply and join our friendly team. Together, we can make technology work for everyone!

Responsibilities

• Answers all incoming calls within three rings.
• Provides exceptional phone support to minimize time spent on phone calls, while maximizing the quantity of customers supported.
• Assists other team members with communications to clients as required.
• Answers all incoming calls within three rings and creates, triages, and troubleshoots client issues.
• Provideds a quick-fix phone suppot using our proprietary support tool.
• Provides in-house support for technicians to assist in troubleshooting and solving issues.
• Exhibits excellent communication skills, including listening and comprehension, speaking clearly and effectively, expressing ideas and thoughts in verbal and written form, and varying communication style to meet needs.
• Ensures that appropriate actions are taken to resolve customers' problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Escalates complex issues to supervisors.
• Verifies customers' identity and account details for security purposes.
• Participates in team meetings and training sessions.
• Performs other duties as assigned.

Requirements

• High school diploma or equivalent; additional education in IT or customer service is a plus.
• Proven experience in a customer service role, preferably in IT support.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and a keen attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Basic understanding of IT concepts and troubleshooting techniques.
• Familiarity with CRM systems and customer service software.

Benefits

Benefits include healthcare with dental and vision, 401k, and paid time off. Starting hourly wage is $22 - $25 depending on experience with lots of opportunity for advancement.

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