Job Description

CUSTOMER SUPPORT REPRESENTATIVE

Metro Systems is seeking a Customer Support Representative to support our client located in Albuquerque, NM.

OVERVIEW:

• Act as the first point of contact between customers who need technical support and the IT department.
• Resolve simple problems and escalate unresolved problems to the specialized support individual/teams.
• Answer inbound phone calls, emails, chats and other forms of communication offered to the customer that is being supported.
• Adhere to approved Standard Operating Procedures (SOP), written or otherwise.
• Remain on queue and available to assist end users during specified shift, excluding approved breaks, lunches, or off queue time approved by your Team Lead.
• Utilize instant messaging for communication between peers and leads for assistance with call resolution, PC issues, etc.
• Utilize available documentation and resources for internal escalation processes.
• Assist in training new employees.

QUALIFICATIONS:

• 2+ years of customer service-related experience working in IT contact center or help desk environment.
• High school diploma.
• Strong written and oral communication skills.
• Strong computer hardware and software skills.
• Experience with Windows 10 and Microsoft Office 2016 or later.
• Experience with Microsoft Active Directory password resets, account unlocks, account creations, and troubleshooting.

PREFERRED EXPERIENCE:

• Experience troubleshooting Apple macOS (OSX) and iOS hardware and software.
• Experience working for home in an IT support role.

MSI is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.