Customer Support Associate

Providing IT Services; New York (NY); Hybrid; USD 40,000 - 60,000; Full time

Job summary

Providing IT Services is seeking a first-line support specialist to assist client accounts from Brooklyn, NY. The role requires handling emails, chats, and voice with clear communication and patience while following runbooks.

Full-time hybrid position with staggered shifts; candidates should have strong written English and be authorized to work in the US. This role is entry to 3 years of experience and offers training and growth opportunities.

Qualifications

• Excellent written English; clear spoken English for voice accounts.
• Willingness to work staggered hours, including early opens or Pacific close.
• Familiarity with ticketing tools or the ability to learn quickly.
• Authorized to work in the US; visa sponsorship not provided.

Responsibilities

• Resolve first-line tickets using runbooks and documented processes.
• Escalate issues after diagnosis with clear context.
• Flag recurring problems to improve runbooks or the product.
• Maintain quality scores during volume peaks.

Skills

Excellent written English

Clear spoken English

Willingness to work staggered hours

Ticketing tools familiarity

Tools

Ticketing tools

Job description

First-line support for client accounts over email, chat and voice. Full training provided; the bar is clear writing and patience under volume.

• Full-time · Staggered shifts
• Entry to 3 years
• Business Process Outsourcing

What you will do

• Resolve first-line tickets against documented runbooks
• Escalate cleanly, with the diagnosis already done
• Flag recurring issues so the runbook or the product gets fixed
• Hold quality scores through volume peaks

What we are looking for

• Excellent written English; clear spoken English for voice accounts
• Willingness to work staggered hours — some accounts need an early open or a Pacific close
• Comfort with ticketing tools, or the appetite to learn them quickly
• Authorised to work in the US; no visa sponsorship for this role

Full-time Brooklyn, New York · Hybrid 5+ years

Full-time Brooklyn, New York · Hybrid 2+ years

Full-time Brooklyn, New York · Hybrid 3+ years