Job Title: Customer Support Representative

Summary: Customer Support Representatives provide both technical and non-technical support to internal customers, website subscribers, state employees, and elected officials for the company. This hybrid IT Help Desk position offers both in-office and work from home opportunities.

Customer problems and inquiries must be resolved quickly and with personalized service. The call center support tasks for this position include problem identification, logging, tracking, resolution, and escalation, as appropriate. All Help Desk activity and communication regarding calls are recorded in the call tracking/problem management system.

Non-technical support specifically includes password resets, website navigation assistance, subscription billing assistance, and general information regarding company-specific projects. IT support includes but is not limited to troubleshooting and resolving browser-related issues, Java errors, HTML 5 viewing inquiries, general website errors, etc. A minimum of 2 years of general Windows (i.e., Win7, Win10, Win11) support experience is required. Candidates must also possess experience troubleshooting and resolving Microsoft Office-related issues including Outlook 2010 and later. Hardware support includes but is not limited to general hardware replacement (i.e., motherboards, hard drives, power supply, etc.), scanner, and printer setup/troubleshooting. General network connectivity troubleshooting experience is a plus. 

Duties and Responsibilities: 

• Receive general problem and how-to calls from customers while providing Tier I resolution support
• Maintain call history and track problems ensuring all calls are logged into the FootPrints tracking system for proper resolution
• Escalate problems to the next support level in a timely fashion while communicating to customers the estimated resolution status
• Follow Customer Support Center procedures and suggest updates for improvement, providing consistent reliable customer service, reducing call duration, and increasing first call problem resolution
• Demonstrate effective communication and active listening skills with customers to understand their needs and provide exceptional customer service
• Ability to respectfully and tactfully redirect calls, chats, and emails to relevant parties while ensuring compliance with guidelines 
• Participate in and successfully complete all training as well as special projects and assignments
• Provide desk-side support as required
• Valid driver's license and ability to travel as requested, in-state travel including overnight travel may be required

·        Move boxes and equipment weighing up to 50 pounds

·        Other job-related duties as assigned

Key Skills and Competencies:  

Technical Skills

• Thorough PC/Windows skills (i.e., Win7, Win10, Win11)
• Excellent Microsoft Office product knowledge (2010 and up)
• Experience maintaining PC’s peripherals and various office equipment (i.e., printers, scanners, hard drives, etc.)
• Experience documenting and tracking IT Help Desk requests
• Level I network connectivity troubleshooting experience

Soft Skills

• Excellent telephone skills
• Excellent customer service skills
• Excellent listening skills
• Good time management skills
• Thorough problem-solving aptitude
• Good technical aptitude
• Excellent interpersonal and teamwork aptitude
• Confident, professional mannerism

Education and Experience: 

• 2-year associate degree, or comparable experience
• 2+ years experience in a customer service/technical support/Help Desk environment
• CompTIA A+ Certification preferred