Customer Service Representative - Level 2

Crystal Management; Maryland; On-site; USD 45,000 - 65,000; Full time

Job summary

Crystal Management, LLC (CMiT) is seeking a Customer Service Representative, Level 2 to deliver responsive, technical support for hardware, software, network, and system access issues. You will diagnose problems, provide first-contact resolution, and document solutions for service requests by phone or ticket.

The role requires strong troubleshooting, clear communication, and the ability to work in a fast-paced environment with schedule swings from 2:00 pm to 10:00 pm.

Qualifications

• Experience in a service desk or help desk environment.
• Ability to diagnose and resolve hardware, software, network, and system-access issues.
• Strong written and verbal communication skills.
• Documentation of incidents and resolutions in ticketing systems.

Responsibilities

• Provide first-contact technical support and incident resolution for hardware, software, network, and related issues.
• Respond to customer requests by telephone and electronically submitted service tickets.
• Diagnose, identify, isolate, and analyze technical problems using established procedures and incident history.
• Resolve as many incidents as possible during the initial contact.
• Troubleshoot Tier II issues and provide telephone-based support.
• Escalate incidents to Tier II/III or other specialists when needed.
• Provide courteous, professional service and document incident details and resolutions in tracking systems.
• Maintain current knowledge of computers, printers, and Microsoft Windows applications.

Skills

Customer service

Technical support

Troubleshooting

Communication skills

Incident management

Documentation

Education

DoD 8570 IAT II certification

CompTIA A+ certification

HDI certification

ITIL Foundation

Microsoft 365 certification

Tools

Ticketing systems

Microsoft Windows

Remote support tools

Incident-management software

Job description

Customer Service Representative, Level 2Position OverviewCrystal Management, LLC (CMiT) is seeking a Customer Service Representative, Level 2 to provide responsive, customer-focused technical support for hardware, software, network, application access, system, and telecommunications issues.In this role, you will serve as a point of contact for customers seeking technical assistance by telephone or electronically submitted service requests. You will diagnose and troubleshoot technical problems, resolve incidents whenever possible at first contact, document solutions, and escalate more complex issues to the appropriate technical support teams.The ideal candidate brings strong technical troubleshooting skills, a customer-service mindset, and the ability to communicate clearly and professionally while working in a fast-paced support environment.Work ScheduleThis position requires schedule flexibility. Shifts vary based on operational and contract requirements.Shift: SWINGS - 2:00 pm – 10:00 pm (Days vary)Training: 6-8 Weeks, Mon – Fri – DAYS shiftMandatory OT: One weekend day per monthResponsibilitiesProvide first-contact technical support and incident resolution for hardware, software, application, network, system access, and related technical issues.Respond to customer requests received by telephone and electronically submitted service tickets.Diagnose, identify, isolate, and analyze technical problems using available resources, established procedures, and historical incident records.Resolve as many incidents as possible during the initial customer contact.Troubleshoot Tier II technical issues and provide telephone-based technical assistance.Escalate incidents to Tier II, Tier III, application, system support, or other appropriate specialists when additional expertise is required.Provide courteous, professional, and customer-focused service throughout the troubleshooting and resolution process.Accurately document incident details, troubleshooting activities, status updates, and resolutions in applicable incident-management and tracking systems.Maintain and update service records and tracking databases.Identify recurring technical issues and patterns and bring them to management's attention.Provide customers with answers to frequently asked questions and solutions to common technical problems.Support customer self-help capabilities by providing solutions and information for commonly encountered issues.Maintain current working knowledge of computers, laptops, printers, and commonly used Microsoft Windows applications.Perform other related duties as assigned in support of operational and contract requirements.QualificationsExperience providing customer service or technical support in a service desk, help desk, or similar technical-support environment.Working knowledge of desktop and laptop computers, printers, and common Microsoft Windows applications.Ability to diagnose, troubleshoot, and resolve hardware, software, application, system-access, network, and telecommunications issues.Ability to document incidents, troubleshooting activities, and resolutions accurately in incident-management or ticketing systems.Strong customer-service and problem-solving skills.Strong written and verbal communication skills.Ability to communicate technical information effectively to customers.Ability to follow established troubleshooting and escalation procedures.Ability to work independently and effectively manage multiple customer requests.Certification RequirementsThe following certifications must be obtained within 120 days of the start date:Certification meeting DoD 8570 Information Assurance Technical Level II (IAT II) requirements.At least one of the following:CompTIA A+HDI certificationITIL FoundationMicrosoft 365 certification