IT Customer Service Representative

Agency Cybersecurity; Richmond (VA); On-site; USD 18,000 - 23,000; Full time

Benefits offered by this job

10 days PTO

11 federal holidays

401(k) with company match

Monthly healthcare stipend

Gym membership stipend

Weekly team lunches

Job summary

Agency Cybersecurity in Richmond, VA seeks an IT Customer Service Representative to join a hybrid, on-site team. The role blends help desk duties with customer service, focusing on technical support for software via phone, email, and chat.

Entry-level applicants with strong problem-solving and communication skills are encouraged. A Bachelor’s degree is preferred, though 4+ years of related experience will be considered. Benefits and growth opportunities are highlighted.

Qualifications

• Proven experience in IT support or similar customer-facing roles.
• Strong problem-solving and technical aptitude.
• Excellent communication and interpersonal skills.

Responsibilities

• Troubleshoot and resolve technical issues related to software via phone, email, or chat.
• Guide customers through step-by-step solutions and provide clear documentation.
• Record and update logs of customer interactions in the ticketing system.

Skills

IT support

Customer service

Troubleshooting

Mac/Windows

Communication

Education

Bachelor’s degree preferred

Tools

CRM systems

Ticketing system

Job description

Location: 100% On-Site in Richmond, VA

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.

Benefits:

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
• Gym membership stipend
• Weekly team lunches and in-office snacks