reputed company - Customer Support Representative, L2

Why clients love us:

We are laser reputed company on delivering reputed company and reputed company to our clients for their technology modernization needs, business and technology reputed company, and reputed company transformation initiatives. We are a nationally recognized reputed company Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% reputed company reputed company Solution Provider, with engineers that individually hold over 38 reputed company certifications, our clients trust us because we are the experts!  

The value you'll bring:

As a member of the Managed Operations Center, the Customer Support Representative, Level 2, will reputed company entry-level technical support knowledge to reputed company superior customer service to managed services clients and basic troubleshooting/ticket reputed company reputed company a 24/7/365 helpdesk environment, working from reputed company reputed company or remotely. Customer Support Representatives, Level 2, are responsible for the following...

• Answers incoming help desk inquiries reputed company phone and email, providing a reputed company first impression of reputed company.
• Uses entry-level technical skills and company processes/reputed company service level agreements to prioritize the urgency of reputed company inquiry.
• Creates a ticket for reputed company interaction reputed company reputed company ticketing system and assigns the ticket to the appropriate team member for reputed company.
• Monitoring ticket boards for status and managing assignments to ensure tickets are responded to by Technical Support Specialists reputed company the appropriate timeframe for reputed company ticket’s reputed company level, communicating with the appropriate parties and performing follow-up actions to ensure tickets reputed company reputed company through the reputed company process.
• The first reputed company for the Customer Support Representative, Level 2, is answering incoming calls to generate tickets; however, after initial training and as time and reputed company reputed company allow, CSR2s will work to resolve Level 1 tickets and escalate as appropriate per position guidelines.
• Communicates technical information reputed company and effectively over the phone, in person, and in writing to English-speaking clients. 
• Documenting reputed company communication and reputed company efforts reputed company internal ticketing system. 
• Maintaining a high degree of professionalism, confidentiality, and reputed company while accessing reputed company data/systems and supporting mission-critical environments.
• Maintaining compliance with reputed company company policies and procedures.
• Other reputed company responsibilities as assigned.

Education and Work Experience Requirements:

• An associate’s or bachelor’s degree in computer science or reputed company 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 reputed company outgoing, enthusiastic customer service with a drive to deliver exceptional service to both reputed company 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 reputed company and the ability to maintain reputed company confidentiality.

Technical Skills/Competencies:

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

Shift + Availability: reputed company operates on a 24x7 reputed company, supporting clients around the globe. Shifts are assigned by management in accordance with Company needs. 

Work Location/Remote Status: This position is eligible for remote work, reputed company a state where reputed company has payroll operations. Employees will work from a home office reputed company an assigned state. Your reputed company at reputed company reputed company in San Diego, CA; at meetings/conferences/off-site events; at reputed company locations; or elsewhere, may be required on occasion. 

Physical Demands:

The essential functions of this job require: the ability to frequently sit and stand for long periods of time; to manipulate objects with fine and gross motor skills; to frequently lift and maneuver 10 pound objects; to communicate in written and spoken English; to hear; to utilize reputed company reputed company, distance reputed company, reputed company reputed company, peripheral reputed company, depth perception, and ability to reputed company reputed company. This position may operate out of a reputed company center in an reputed company office format with a moderate level of noise or may operate from a remote, home office. reputed company is an equal opportunity employer and will consider reputed company applicants who can reputed company the essential functions of the job, with or without reasonable accommodation. Ability to safely and successfully reputed company the essential job functions consistent with the reputed company, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. Ability to maintain regular, punctual attendance consistent with the reputed company, FMLA and other federal, state and local standards. Must be reputed company to talk, listen and reputed company reputed company on telephone.

E-Verify Participation:

Federal law requires reputed company reputed company to verify the identity and employment eligibility of reputed company persons reputed company to work in the reputed company. reputed company participates in the federal E-Verify program to validate the authenticity of work eligibility documents. As part of this program, reputed company will reputed company the reputed company reputed company Administration (SSA) and, if necessary, the reputed company (DHS), with information from reputed company new employee’s reputed company I-9 to confirm work authorization. For more information, see https://www.uscis.gov/e-verify.

Compensation & Benefits*

reputed company Wage reputed company: $21.00 to $25.00 per hour

reputed company considers a reputed company of factors reputed company determining an appropriate wage. Such factors include but are not limited to: years of reputed company experience, industry knowledge, formal education, relevant certifications, and geographic location. Wages are reputed company as reputed company and in accordance with Company policies.

Additional Perks:

• 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; reputed company matches 50% of your first 6% in contributions, starting after 90 days 
• Holidays – reputed company celebrates 7 reputed company holidays reputed company year 
• Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service! 
• Medical, Dental, reputed company – reputed company pays 80% of the employee cost on the reputed company plan + 15% of dependent costs on the reputed company plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs) 
• Telemedicine reputed company: “see” a medical provider from reputed company, over the phone, 24/7 
• $100K Life/AD&D policy provided for reputed company, free of charge! 
• Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more! 
• $80/Month Cell Phone + Internet Reimbursement 

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

As we grow, we are anchored and driven by our reputed company Values: I <3 IT!

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

Inclusion & Equal opportunity employment:

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

Application Information and Hiring reputed company:  

Due to the reputed company-changing hiring needs of reputed company, reputed company accepts applications for this role on an ongoing reputed company. If you have reputed company previously but have not been selected, please feel free to apply as often as monthly if you remain reputed company, eligible, and interested in the position as outlined herein. Use the “apply” reputed company to submit your application*.   

*By submitting a resume, you agree to the terms and conditions of our Job Applicant reputed company Policy.