Senior Customer Support/Account Rep

Job Summary:

We are seeking a highly motivated and customer-focused Service Desk Agent to be the first point of contact for users reaching out to the IT Service Desk. In this role, you will provide exceptional technical support for a range of software and hardware issues, ensuring quick resolution and outstanding service. The ideal candidate is detail-oriented, composed under pressure, and passionate about helping others solve problems efficiently.

Key Responsibilities:

Customer Support & Communication

Provide professional phone support with empathy, urgency, and accuracy.

Listen actively to understand user issues and document them in detail.

Create a positive support experience by building rapport and ensuring clear, timely communication.

Technical Troubleshooting & Issue Resolution

Provide high-quality technical support for enterprise hardware and software.

Assess, triage, research, and resolve technical incidents and service requests.

Perform hardware/software diagnostics, installation, modification, and repairs.

Ensure effective problem diagnosis, resolution, and escalation when necessary.

Process & Documentation

Maintain accurate incident and problem records in the tracking system.

Use knowledge base tools and apply expertise to improve first-call resolution.

Identify opportunities for process improvements and automation to enhance efficiency.

Collaboration & Teamwork

Collaborate with team members to share knowledge and resolve complex issues.

Support users via phone, chat, or in-person, demonstrating professionalism at all times.

Provide after-hours and weekend support as required in a 24/7 support model.

Required Qualifications:

High school diploma or GED with relevant work experience.

2-5 years of experience in a technical support or customer service environment.

Excellent verbal and written communication skills.

Proven ability to diagnose and resolve technical issues in a complex environment.

Self-motivated with strong initiative and problem-solving abilities.

Willingness to work flexible shifts, including nights, weekends, and holidays.

Preferred Qualifications:

Experience working in a fast-paced, high-tech environment.

Familiarity with call tracking systems and knowledge base tools.

Previous technical support role experience is a plus.