Customer Service Representative II

3 days ago

Lompoc, California, United States Range Generation Next LLC Full time
Job Title: Customer Service REP II SCA

Range Generation Next LLC is seeking a highly skilled and motivated Customer Service REP II SCA to join our team. As a key member of our Information Technology Team, you will be responsible for providing top-notch technical support to our customers.

Job Summary

The Customer Service REP II SCA will be responsible for responding to user inquiries via telephone, email, web, and other communication methods. You will also be responsible for entering, assigning, and tracking service requests in our on-line work-order system, referring service issues to IT management as needed.

Key Responsibilities
  • Provide technical advice and support to customers via telephone, email, and web-based communication methods.
  • Enter, assign, and track service requests in our on-line work-order system.
  • Refer complex service issues to IT management for resolution.
  • Provide professional, courteous, and accurate support to customers.
  • Communicate with customers to troubleshoot and resolve technical issues.
  • Document problem tickets in our on-line Help Desk System.
  • Work closely with senior helpdesk coordinators and other IT staff to acquire additional technical and non-technical knowledge.
  • Assist other IT technical staff in providing users with feedback and user statistics.
  • Establish priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures.
  • Follow up with customers to communicate ticket information and provide updates.
  • Create and administer new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
Requirements
  • Associate's degree in computer science, computer information systems, or a related field.
  • Two or more years of experience in Information Technology.
  • At least one year of increasingly responsible experience performing help desk/operations functions.
  • Knowledge of principles and operations of computer systems and related peripheral equipment.
  • Proficiency in the operation and use of personal computers, utilizing word processing, spreadsheet, and database management software programs.
  • Experience in troubleshooting PC software and hardware.
  • Experience in working with non-technical users.
Benefits

Range Generation Next LLC offers a comprehensive benefits package, including medical, dental, vision, disability, and life insurance, as well as a retirement savings plan with a company match. We also offer flexible scheduling, access to on-base fitness centers and recreational facilities, and more.

This position's pay rate is subject to the current wage determination under the Service Contract Act. The hourly rate for this position starts at $23.00, and we consider several factors when extending an offer for employment, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, and preferred skills and knowledge.

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