Client Service Representative

Intulse; Lancaster (Lancaster County); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Profit sharing

Healthcare options

401K with company matching

Job summary

Intulse is seeking a proactive UCaaS client service professional to join our Lancaster, PA team. You will help clients implement and support our communications solutions while collaborating with teammates.

The role emphasizes clear communication, effective listening, and the ability to troubleshoot from logs. You will work 11:00 AM–8:00 PM ET, with a minimum of two on-site days per week, in a fast-paced, client-focused environment.

Qualifications

• Excellent written and verbal communication for non-technical users.
• Able to remain patient and composed in stressful client situations.
• Capable of quickly reading logs and diagnosing issues independently.

Responsibilities

• Handle escalated support tickets with advanced diagnosis.
• Serve as a technical resource for teammates on complex issues.
• Respond to client requests via phone and helpdesk software.
• Understand system capabilities to create innovative communication experiences.

Skills

Clear communication

Active listening

Calm under pressure

Time management

Troubleshooting

Self-directed learning

Job description

Intulse is looking for the right person to join our UCaaS client service team and work alongside other amazing people serving our clients. We want to hire people who are going to be an amazing complement to our culture and team, that's why we look for more than just the necessary skills to do a job but also for the personality and character that your new teammates will enjoy being around and that you'll love spending time with as well. We are focused on providing world-class technology solutions that make it easier for our clients to accomplish their missions. We work in a fast-paced, team-oriented environment where we build, sell, implement and support communication solutions for our clients. If you share this passion and have the talent to join our team then we look forward to hearing from you!

Character Requirements

• Responsibility: Innate desire to do more than what is expected
• Thoroughness: Work with efficiency, completeness, and within reasonable timeframes
• Dependability: Fulfillment of expectations without excessive oversight
• Determination: Persistence to complete goals in spite of external influences
• Flexibility: Willingness to adapt to the needs of multiple departments and respond to direction and vision of teammates

Intulse is a privately owned company with core beliefs founded in Christian faith and we hire individuals who share that faith and commitment to our core values. Please carefully read about our culture and core values to understand if you'll fit in our unique environment: https://intulse.com/church/about-us

Responsibilities

• Handle escalated support tickets requiring advanced diagnosis and resolution
• Act as a technical resource for team members, providing guidance on more advanced issues
• Respond to client requests via phone and helpdesk software
• Have a deep understanding of our system's capabilities so you can combine our features in new and creative ways to create the communication experiences that our clients desire

Schedule Requirements

• This position will work from 11:00 AM to 8:00 PM (eastern time) Monday through Friday
• We are prioritizing candidates local to our Lancaster, PA office
• We work in the office a minimum of 2 days a week

Required Skills

• Ability to communicate clearly with clients and peers especially explaining technical issues to non-technical users
• Effective listener
• Ability to be patient and remain calm even in stressful client situations
• Strong work ethic and with personal time management
• Ability to critically think through, troubleshoot, and resolve problems by reading logs and error messages
• Ability to learn quickly in a self-directed environment with minimal supervision

Bonus Skills (not required but a huge plus)

• 2+ years in a technical support role (Level 1/Level 2), help desk, or MSP environment
• Strong understanding of networking fundamentals: TCP/IP, DNS, DHCP, firewalls, VLANs, and basic routing/switching concepts
• Any exposure to VOIP, SIP, or telephony systems (Asterisk, FreePBX, or otherwise)
• Experience supporting a B2B software
• Profit sharing
• Healthcare options
• 401K retirement plan with generous company matching