Customer Support Representative
IPS Group Inc.•San Diego, CA
•$26 - $28•Onsite
About The Position
The Customer Support Representative is responsible for providing first-line support to IPS clients by handling inbound inquiries, troubleshooting basic technical issues, and ensuring timely resolution or escalation. This role focuses on delivering consistent, high-quality support experience by following established processes, documenting interactions, and escalating more complex issues to advanced support or engineering teams.
Requirements
- 1–3 years of experience in customer support or help desk
- Basic understanding of computer systems and troubleshooting
- Strong communication skills
- Ability to follow processes and work within defined procedures
- Strong attention to detail and organization
- Customer-focused with a professional demeanor
- Experience supporting technical products or SaaS platforms
- Familiarity with ticketing systems or CRM tools
Nice To Haves
- Exposure to parking, enforcement, or municipal systems is a plus
Responsibilities
- Serve as the first point of contact for client and public inquiries via phone, email, chat and the support portal
- Respond to and resolve routine customer issues related to IPS hardware, software, and systems
- Perform basic troubleshooting using established diagnostic processes and knowledge base resources
- Guide customers through step-by-step solutions in a clear and professional manner, providing ad-hoc training, as necessary
- Generating quotes for IPS products/services
- Accurately log, track, and update support tickets in the case management system
- Ensure all customer interactions are properly documented
- Prioritize and manage multiple support requests to meet service level expectations
- Identify issues that require advanced technical support and escalate, as appropriate
- Provide clear and complete documentation when escalating issues
- Assist with basic administrative support tasks such as order status inquiries, shipping updates, and general client requests
- Follow standard operating procedures to ensure consistency and accuracy
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
