IT Customer Service Representative

Achilleion; Richmond (VA); On-site; USD 17,000 - 25,000; Full time

Benefits offered by this job

PTO 10 days

Federal holidays 11

401(k) 4% match

Healthcare stipend

Team lunches

Job summary

Agency Cybersecurity is seeking an entry-level IT Customer Service Representative for a hybrid role, combining help desk duties with customer support.

You will troubleshoot technical issues by phone, email, or chat, guide users through solutions, and maintain thorough logs. A bachelor's degree is preferred, but 4+ years of experience will be considered. Compensation is $15 per hour with benefits and team collaboration.

Qualifications

• Proven experience in IT support, a help desk, or other customer-facing service roles.
• Strong problem-solving skills and technical aptitude, and familiarity with Mac and Windows.
• Excellent communication and interpersonal skills.
• Bachelor's degree preferred, but would consider 4+ years of work experience in a similar role.
• Ability to remain calm and solution-focused under pressure.

Responsibilities

• Troubleshoot and resolve technical issues via phone, email, or chat.
• Guide customers through step-by-step solutions and provide clear documentation.
• Respond promptly to customer inquiries, providing empathetic and professional assistance.
• Maintain a customer-first mindset while addressing concerns and ensuring satisfaction.
• Record and update detailed logs of customer interactions and technical issues in the ticketing system.
• Liaise between customers and internal technical teams to facilitate communication and problem resolution.
• Educate users on IT tools, best practices, and self-service resources.

Skills

Problem solving

Technical aptitude

Mac and Windows

Customer service

Education

Bachelor's degree preferred

Tools

CRM platforms

Ticketing systems

Job description

Agency Cybersecurity is fast growing ventured back startup that provides best‑class cybersecurity and compliance. Our software and services simplify complex compliance frameworks including SOC2, ISO 27001, HIPAA, and others, empowering businesses to scale securely and confidently. We're backed by top tier investors like Y Combinator and have offices in NYC, Boston, Richmond, and London.

Position Type: Hourly, Full Time

Experience Level: Entry Level

Compensation: $15 per hour

About the Role

We are seeking a skilled and customer‑focused IT Customer Service Representative to join our team. This hybrid role combines the responsibilities of a traditional help desk technician and a customer service representative. You will provide technical support to

What You’ll Do

• Technical Support:
• Troubleshoot and resolve technical issues related to software via phone, email, or chat.
• Guide customers through step‑by‑step solutions and provide clear documentation.
• Customer Service:
• Respond promptly to customer inquiries, providing empathetic and professional assistance.
• Maintain a customer‑first mindset while addressing concerns and ensuring satisfaction.
• Record and update detailed logs of customer interactions and technical issues in the ticketing system.
• Collaboration and Training:
• Liaise between customers and internal technical teams to facilitate communication and problem resolution.
• Educate users on IT tools, best practices, and self‑service resources.

Qualifications

• Proven experience in IT support, a help desk, or other customer‑facing service roles.
• Strong problem‑solving skills and technical aptitude, and familiarity with Mac and Windows.
• Excellent communication and interpersonal skills.
• Bachelor's degree preferred, but would consider 4+ years of work experience in a similar role.
• Ability to remain calm and solution‑focused under pressure.

Preferred Skills

• Certifications like CompTIA A+, ITIL, or equivalent are a plus.
• Experience with CRM or customer support platforms.

We believe in rewarding hard work with meaningful perks that support your growth, health, and well‑being.

• 10 days of paid time off (PTO)
• 11 paid federal holidays
• 401(k) with 4% company match
• Monthly healthcare stipend
• Weekly team lunches and in‑office snacks