Client Service Representative Level 2

Intulse, Ltd.; Lancaster (Lancaster County); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Profit sharing

Healthcare options

401K retirement plan

Generous PTO

Weekly lunches

Work from home flexibility

Job summary

Intulse, Ltd. is seeking a customer-focused technical support specialist to handle escalated tickets, provide advanced troubleshooting, and guide teammates in resolving complex issues.

You will respond to client requests via phone and helpdesk software, explain technical concepts clearly, and work with a team to deliver exceptional communication experiences across the platform. The role requires adaptability and a proactive, self-directed learner.

Qualifications

• Able to clearly communicate with clients and peers, especially explaining technical issues to non-technical users.
• Active listening to understand client needs and concerns.
• Maintain patience and calm in stressful client situations.
• Demonstrate a strong work ethic and personal time management skills.
• Able to think critically, troubleshoot, and resolve problems by reading logs and error messages.
• Learn quickly in a self-directed environment with minimal supervision.
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, firewalls, VLANs).
• Exposure to VOIP/telephony systems is a plus.
• Experience supporting a B2B software environment.

Responsibilities

• Handle escalated support tickets requiring advanced diagnosis and resolution.
• Act as a technical resource for team members and guide on advanced issues.
• Respond to client requests via phone and helpdesk software.
• Understand system capabilities to create innovative communication experiences for clients.
• Coordinate with teammates to deliver effective support results.

Skills

Clear communication

Active listening

Composure under pressure

Strong work ethic/time management

Troubleshooting with logs

Self-directed learning

Networking fundamentals

VOIP/telephony exposure

Experience with B2B software

Job description

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

Benefits

• Profit sharing
• Healthcare options
• 401K retirement plan with generous company matching
• Generous PTO
• Weekly company provided lunches
• Work from home flexibility