Client Support Technician

Trustedtech; Irvine (CA); On-site; USD 65,000 - 70,000; Full time

Benefits offered by this job

HMO/CA coverage

PPO out-of-state coverage

401(k) with 4% company match

Paid vacation, sick leave and holidays

Paid parental leave

Voluntary benefits (STD, life/AD&D, a.

EAP

Short-term disability for CA

Job summary

TrustedTech is seeking a Client Support Technician in Irvine, CA to deliver exceptional customer experiences across our product and service portfolio. You will troubleshoot software issues, assist with orders, and collaborate with internal teams to enhance service quality.

Requirements include a high school diploma, Windows proficiency, 1+ year in tech support, and typing 50 WPM with 90% accuracy; Microsoft certifications are expected within 90 days. Evening/weekend availability may apply.

Qualifications

• Minimum 1 year of experience in technical customer service, ideally in a client-facing environment involving Windows or macOS systems.
• Typing proficiency of at least 50 WPM with 90% accuracy (typing assessment required).
• Microsoft Certification(s) (must be obtained within 90 days of employment if not already held).

Responsibilities

• Respond promptly to live chats, phone calls, and emails to resolve customer inquiries and issues.
• Troubleshoot and diagnose software or system-related problems with precision and efficiency.
• Escalate unresolved issues to ensure timely resolution and customer satisfaction.
• Accurately process customer orders and ensure details are documented and fulfilled correctly.
• Coordinate and schedule product shipments to meet customer requirements.
• Identify potential sales opportunities and collaborate with the sales team for follow-up.
• Direct incoming channels to proper teams and maintain clear documentation of interactions.
• Assist with miscellaneous departmental responsibilities and ad hoc projects.

Skills

Customer service

Communication

Windows OS

Typing 50 WPM

Problem solving

Team & independent work

Education

High school diploma or GED

Microsoft Certification(s)

Job description

TrustedTech is a leading Microsoft Cloud Solution Provider (CSP) specializing in Microsoft Cloud services, Microsoft perpetual licensing, and Microsoft Support Services for medium and enterprise-sized businesses. Our robust team of in-house, U.S-based Microsoft architects and engineers are certified in all 6/6 Microsoft Solutions Partner Designations in the Microsoft Cloud Partner Program.

Prioritizing a people-centric mission, TrustedTech has transformed the Microsoft software licensing experience, giving IT professionals complete confidence in the success of their Microsoft investment.

Overview:

We are seeking a Client Support Technician who will play a critical role in delivering exceptional customer experiences by supporting clients across our product and service portfolio. This individual will serve as a trusted resource, helping customers navigate technical challenges, resolve issues efficiently, and gain full value from our offerings.

Working in close collaboration with fellow support technicians, you will address complex software issues, manage high volumes of customer interactions, and ensure that every client receives prompt, accurate, and courteous assistance. Your ability to combine technical expertise with outstanding communication and problem-solving skills will be key to success in this role.

Responsibilities

Customer Support & Issue Resolution

• Respond promptly and professionally to live chats, phone calls, and emails to resolve customer inquiries and issues.
• Troubleshoot and diagnose software or system-related problems with precision and efficiency.
• Escalate unresolved issues appropriately to ensure timely resolution and customer satisfaction.

Order & Process Management

• Accurately process customer orders and ensure all details are documented and fulfilled correctly.
• Coordinate and schedule product shipments to meet customer requirements and delivery expectations.
• Identify potential sales opportunities during client interactions and collaborate with the sales team to ensure follow-up.
• Direct incoming calls, chats, and emails to the proper channels, ensuring seamless communication across teams.
• Collaborate with internal departments to enhance overall service quality and customer experience.
• Maintain thorough and organized documentation of client interactions, solutions, and follow-ups.

General Support & Administrative Tasks

• Assist with miscellaneous departmental responsibilities and ad hoc projects as assigned.
• Perform data entry, order validation, and other administrative duties as needed.

Required Skills & Qualifications (must-haves)

• High school diploma or GED required.
• Microsoft Certification(s) (must be obtained within 90 days of employment if not already held).
• Intermediate proficiency in Windows operating systems, including installation, activation, and basic troubleshooting.
• Exceptional customer service, communication, and active listening skills.
• Typing proficiency of at least 50 WPM with 90% accuracy (typing assessment required).
• Minimum of 1 year of experience in technical customer service, ideally in a client-facing environment involving Windows or macOS systems.
• Strong problem-solving skills, patience, and emotional intelligence when handling diverse customer needs.
• Ability to thrive in both team-oriented and independent work environments.
• Flexibility to work evenings, weekends, and holidays as needed (bonus compensation provided for non-standard hours).

Preferred Skills & Qualifications (nice-to-haves)

• Advanced or additional Microsoft Certifications.
• Knowledge of macros or automation tools.
• Experience with PC building, hardware configuration, or Microsoft OS licensing.
• Familiarity with Shopify or similar platforms.
• Previous experience in a helpdesk or technical support role.
• Type: Onsite, Monday - Friday
• Location: Irvine, CA (UCI Research Park)
• Working Hours: 6:00 am to 3:00 pm PT OR 7:00 am to 4:00 pm PT
• Classification: Full-time, Non-exempt (hourly role)
• Compensation Range: $65K - $70K annually (*DOE)

- 100% employer-paid base medical coverage: HMO (CA) | PPO (out-of-state)

- Dental and vision coverage

- 401(k) with 4% company match (fully vested)

- Paid vacation, sick leave, and holidays

- Paid parental leave

- Voluntary benefits (STD*, life/AD&D, accident, critical illness, hospital)

- Employee Assistance Program (EAP)

(*Short-term Disability available for employees outside California)

TrustedTech is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation/gender identity, or any other characteristic protected by applicable law.