Senior Customer Support/Account Rep

Job Description

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.

Company Description

Compunnel Inc., established in 1994; is a leading provider of Staffing, IT/Software, e-Learning/Training, Business Intelligence, and Cloud Solutions. A leader in contingent and permanent workforce solutions, we also provide temp-to-hire staffing, project-based/SOW staffing, and payroll services to our esteemed clientele which includes Fortune 500 companies of diverse industry segments. Ranked as one of the largest staffing firms in the US which is our primary service market; we also have a significant presence in Europe and Asia. As a national service provider in the US, we are serving our customers all major states and regions; thereby generating numerous job opportunities for prospective employees in their preferred locations of choice.

We have witnessed multi-fold YOY growth, and continuously adding a large pool of talented resources to our employee base every year. Our extensive experience in hiring professionals of multiple in-demand skill sets (IT, Engineering, Healthcare, Admin-Clerical, Finance, Professional, Light Industrial, etc.) further makes Compunnel a wider and preferred platform for people to pursue their careers in the US. We welcome people from all walks of life and cultures, and we support workforce diversity by providing equal employment opportunities to people without any discrimination based on race, color, gender, religion, national/ethnic region, disability, or any other basis.

Full-time