Client Service Representative Level 2 (second shift)

Intulse; Lancaster (Lancaster County); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Profit sharing

Healthcare options

401K retirement plan with generous公司-m

Generous PTO

Weekly company provided lunches

Work from home flexibility

Job summary

Intulse is seeking a dedicated team member to join its UCaaS client service group in Lancaster, PA. The role focuses on handling complex support tickets, guiding teammates on advanced issues, and ensuring exceptional client communication across phone and helpdesk channels.

Ideal candidates will thoroughly understand our platform, creatively applying features to craft tailored communication experiences for clients, while thriving in a fast-paced, team-driven environment.

Qualifications

• Ability to communicate clearly with clients and peers, especially explaining technical issues to non-technical users.
• Effective listener and patient under stressful client situations.
• Strong work ethic and personal time management.
• Ability to troubleshoot by reading logs and error messages and resolve problems.

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.
• Understand system capabilities to combine features for creative communication experiences for clients.

Skills

Clear communication

Active listening

Patience 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!

Overview

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
• 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)
• Networking certifications (CompTIA Network+, Security+, CCNA)
• 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