Customer Support Representative

Preferred Office Technologies Est. 1968; Fayetteville (AR); On-site; USD 32,000 - 42,000; Full time

Job summary

Preferred Office Technologies Est. 1968 seeks a Customer Support Representative to handle inquiries via phone, email, and in person in Northwest Arkansas, AR.

You will resolve basic IT and document service issues, document requests, escalate complex problems, and coordinate with internal teams to ensure timely updates and satisfaction. The role emphasizes on-site, full-time work with a focus on customer experience, continuous improvement of support processes, and accurate record-keeping in

Qualifications

• Strong customer-focused skills in support, service, and satisfaction.
• Excellent communication and active listening abilities.
• Good troubleshooting and issue escalation skills.
• Basic understanding of IT environments or managed services.
• Willingness to work on-site full time in Northwest Arkansas, AR.
• Experience with ticketing systems or CRM tools.
• High school diploma or equivalent; IT/customer service certifications are a plus.

Responsibilities

• Handle incoming customer inquiries via phone, email, and in person.
• Provide clear and timely assistance for IT and document solutions.
• Resolve basic technical and product-related issues.
• Document support requests and escalate complex problems.
• Coordinate service requests with internal departments.
• Maintain accurate records in support systems.
• Communicate updates about services, solutions, and maintenance.
• Identify recurring issues and contribute to process improvements.

Skills

Customer Support

Communication

Troubleshooting

IT Basics

Time Management

On-site Work

Education

High School Diploma

Tools

Ticketing Systems

CRM Tools

Job description

Company Description

Preferred Office Technologies, established in 1968 and now in its third generation of family ownership, is a Managed Service Provider specializing in IT and document solutions. The company delivers unlimited IT services and support to help clients maintain secure, productive business environments. Its team of IT professionals implements and manages technology such as enhanced network security, IT consulting and management, VoIP phone systems, and multifunction printers. Over the decades, Preferred has evolved from office equipment sales and service into a trusted partner for tailored document and IT solutions across entire organizations.

Role Description

The Customer Support Representative role is a full-time, on-site position based in Northwest Arkansas, AR. This role is responsible for handling incoming customer inquiries via phone, email, and in person, providing clear and timely assistance for IT and document solution services. Daily tasks include resolving basic technical and product-related issues, documenting support requests, escalating complex problems to specialized teams, and following up to ensure customer satisfaction. The representative will collaborate closely with internal departments to coordinate service requests, maintain accurate records in support systems, and communicate updates about services, solutions, and scheduled maintenance. The role also involves proactively identifying recurring issues, sharing customer feedback, and contributing to continuous improvement of support processes and customer experience.

Qualifications

• Candidates should possess strong customer-focused skills, including Customer Support, Customer Service, and Customer Satisfaction.
• Candidates should possess effective interpersonal skills, including clear Communication and active listening.
• Candidates should possess problem-solving abilities, including basic Troubleshooting and the capacity to identify and escalat[e] complex issues.
• Basic understanding of IT environments, office technology, or managed services is beneficial.
• Ability to work on-site full time in Northwest Arkansas, AR, with reliable time management and organizational skills.
• Comfort using ticketing systems, CRM tools, or related software to document and track support interactions.
• High school diploma or equivalent required; additional education or certifications in IT, customer service, or related fields are an advantage.