Hybrid IT Support & Client Experience Specialist

Big Sky Cybersecurity Inc.; Billings (MT); Hybrid; USD 25,000 - 29,000; Full time

Job summary

Big Sky Cybersecurity Inc. is seeking a Customer Service Support Specialist to handle Initial Calls/Responses, Support Assignment and Escalation, Level 1 calls and technical requests, manage client tickets, and keep customers informed about the work being performed on their systems.

This is a hands‑on limited technical support and coordination role in a structured, detail focused environment, with remote support combined with regular onsite visits.

Qualifications

• Extensive Customer Service Experience preferably in a technical field.
• Clear written and verbal communication with experience handling moderate to high call volumes.
• Ability to manage multiple client requests and priorities while maintaining accuracy and follow through.
• Experience working in a professional setting where documentation, process, and consistency are required.
• Comfortable with IT related concepts.
• Ability to successfully pass required background checks and meet eligibility requirements for work in healthcare, K12 education, and other high compliance environments.
• Willingness to complete and successfully pass reference checks and employment verification as part of the hiring process.
• Willingness to complete and successfully pass a brief practical assessment to demonstrate baseline technical and problem-solving skills relevant to the role.

Responsibilities

• Provide Level 1 technical support for client requests, including basic troubleshooting, information gathering, and escalation when needed.
• Monitor and manage client tickets from intake through resolution, ensuring requests are handled accurately and on time.
• Serve as a primary contact for assigned clients regarding support issues, updates, and planned work.
• Coordinate with internal technical teams to schedule work, clarify priorities, and track progress on projects and recurring tasks.
• Communicate clear, concise status updates to clients and internal stakeholders via email, calls, and scheduled check ins.
• Maintain accurate documentation of client environments, requests, and work performed, following established processes.

Skills

Customer service

Communication

Time management

Documentation

Team coordination

Job description

Big Sky Cybersecurity Inc. is seeking a Customer Service Support Specialist to handle Initial Calls/Responses, Support Assignment and Escalation, Level 1 calls and technical requests, manage client tickets, and keep customers informed about the work being performed on their systems.

This is a hands‑on limited technical support and coordination role in a structured, detail focused environment, with remote support combined with regular onsite visits.