Customer Service Representative

7 days ago


Colorado Springs, Colorado, United States Base2 Solutions Full time

Job Summary

Base2 Solutions is seeking a highly skilled and customer-focused Customer Service Representative to join our team. As a key member of our support team, you will be responsible for providing exceptional technical support to our customers worldwide.

Key Responsibilities

  • Resolve technical problems and answer queries via phone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
  • Diagnose, identify, isolate, and analyze problems utilizing historical database records.
  • Route calls to product line specialists, application, or system support specialists as needed.
  • Maintain and update records and tracking databases.
  • Alert management to recurring problems and patterns of problems.
  • Provide first contact and incident resolution to customers with H/W, S/W and application problems, including both customer telephone support as well as electronically submitted requests.
  • Provide polite and customer-friendly service support for problem resolution.
  • Attempt to resolve as many incidents during the first contact, or at Tier 1, and efficiently escalate incidents to higher Tier II or Tier III when required.
  • Document incident status and solutions in incident database tools.
  • Possess current working knowledge of computers, printers, laptops, and common Windows applications.
  • Work through various types of Tier II issues with telephone assistance.
  • Provide answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability.

Requirements

  • High School Diploma/GED + Relevant experience: 1 year
  • Associates Degree + Relevant experience: 0 years
  • Bachelors Degree + Relevant experience: 0 years
  • Masters Degree + Relevant experience: 0 years

Preferred Certifications

  • 8570 IAT level II
  • A+ CE (CompTIA)
  • HDI-CSR (Customer Service Representative)
  • HDI-SCD (HDI Support Center Director)
  • HDI-SCA (HDI Support Center Analyst)
  • ITIL Foundation
  • Microsoft Office 365

Work Schedule

NOC is 24x7 shift work, including weekends and holidays for all employees.



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