Senior Customer Support /Account Representative

We are seeking an experienced and customer-focused Service Desk Agent to serve as the first point of contact for users calling our IT Service Desk.

This individual will deliver best-in-class support and resolution for technical issues related to enterprise software and hardware, with an emphasis on empathy, professionalism, and urgency.

The ideal candidate will bring a strong service-oriented mindset, thrive in a high-pressure 24/7 environment, and possess excellent communication and problem-solving skills.

Key Responsibilities:

Provide high-quality, empathetic phone support to end users

Log and manage tickets in the call tracking system accurately

Resolve or escalate issues using knowledge base tools and expertise

Deliver prompt, courteous service with strong follow-through

Troubleshoot and resolve software, hardware, and peripheral issues

Document problems, resolutions, and escalation paths in detail

Guide users through problem-solving steps or offer training as needed

Perform diagnostic programs and minor repairs or modifications

Contribute to process improvement by identifying automation opportunities

Collaborate with internal teams to ensure continuous service improvement

Provide after-hours/weekend support as required

Qualifications:

Required: High school diploma or GED

Preferred: Technical support or IT Help Desk experience (2-5 years)

Excellent customer service and communication skills

Ability to work in a fast-paced, high-tech environment

Strong documentation and problem-solving capabilities

Experience supporting enterprise-level software and hardware

Comfortable working variable shifts including nights, weekends, and holidays

Professional attitude with the ability to remain composed in challenging situations

Self-starter with a proactive, team-oriented approach

Key Competencies:

Customer-first mindset

Conflict resolution and de-escalation

Empathy and active listening

Technical troubleshooting and diagnostics

Strong multitasking and prioritization

4343 Easton Commons Columbus OH USA 43219