IT Customer Service Representative (Entry Level)

Agency Cybersecurity • Richmond, VA

78d • $15 • Onsite

About The Position

We are seeking a skilled and customer-focused IT Customer Service Representative to join our team. This hybrid role combines the responsibilities of a traditional help desk technician and a customer service representative. You will provide technical support to

Requirements

• Proven experience in IT support, a help desk, or other customer-facing service roles.
• Strong problem-solving skills and technical aptitude, and familiarity with Mac and Windows.
• Excellent communication and interpersonal skills.
• Bachelor's degree preferred, but would consider 4+ years of work experience in a similar role.
• Ability to remain calm and solution-focused under pressure.

Nice To Haves

• Certifications like CompTIA A+, ITIL, or equivalent are a plus.
• Experience with CRM or customer support platforms.

Responsibilities

• Troubleshoot and resolve technical issues related to software via phone, email, or chat.
• Guide customers through step-by-step solutions and provide clear documentation.
• Respond promptly to customer inquiries, providing empathetic and professional assistance.
• Maintain a customer-first mindset while addressing concerns and ensuring satisfaction.
• Record and update detailed logs of customer interactions and technical issues in the ticketing system.
• Liaise between customers and internal technical teams to facilitate communication and problem resolution.
• Educate users on IT tools, best practices, and self-service resources.

Benefits

• 10 days of paid time off (PTO)
• 11 paid federal holidays
• 401(k) with 4% company match
• Monthly healthcare stipend
• Gym membership stipend
• Weekly team lunches and in-office snacks

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1-10 employees