Customer Support Technical Representative

TEKsystems • Boca Raton, FL

2d • Hybrid

About The Position

This is an entry-level Customer Support Technical Representative role focused on delivering an exceptional and memorable customer service experience. The position supports both internal and external B2B customers through phone and electronic channels, handling a variety of desktop, application, and user access requests. Success in this role requires strong judgment, multitasking ability, and a passion for resolving customer issues efficiently.

Requirements

• 1+ year of customer service experience (call center experience strongly preferred; 20–30 calls/day)
• Strong verbal and written communication skills in English
• Comfort navigating computer systems and applications
• Ability to multitask effectively while handling calls, tickets, and chat simultaneously

Nice To Haves

• Bachelor’s degree, especially in: Computer Science, Information Technology, Computer/Data Systems Management
• Experience with Salesforce, ServiceNow, or similar ticketing systems

Responsibilities

• Provide courteous, polite, and professional customer service to internal and external clients
• Address customer issues promptly to assess needs and determine appropriate resolution paths
• Deliver first-level technical support via phone, email, ticketing systems, chat, and other channels
• Assist customers with: Password resets, Login issues, File access and expectations, System outages or inability to transact, Escalation requests
• Leverage Knowledge Base articles and Standard Operating Procedures to resolve issues
• Escalate unresolved requests to higher-tier support teams when necessary
• Fully document all actions and resolutions within the ITSM ticketing system
• Collaborate effectively with team members on support projects and departmental operations
• Consult with team leads on escalated tickets and follow-up actions
• Maintain punctuality, preparedness, and professionalism in both remote and onsite settings
• Complete administrative tasks independently, including timesheets, compliance training, and shift updates
• Perform additional duties and special projects as assigned by tier staff or support leadership

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Career Level: Entry Level