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 paid federal holidays

401(k) with 4% match

Monthly healthcare stipend

Gym membership stipend

Weekly team lunches

Job summary

Agency Cybersecurity is seeking an entry-level IT Customer Service Representative for a 100% on-site role in Richmond, VA. This hybrid position blends help-desk duties with customer service, providing technical support to users while delivering excellent service.

The role requires familiarity with Mac and Windows, strong problem-solving, and solid communication skills. A Bachelor’s degree is preferred, or 4+ years in a similar role. Benefits include PTO, holidays, retirement, stipends, and more.

Qualifications

• Must have IT support or help desk experience.
• Strong problem-solving and technical aptitude; familiarity with Mac and Windows.
• Excellent communication and interpersonal skills.
• Bachelor's degree preferred, or 4+ years in a similar role.
• Calm and solution-focused under pressure.

Responsibilities

• Provide technical support via phone, email, or chat.
• Respond to inquiries with empathy and professionalism.
• Maintain logs of customer interactions in the ticketing system.
• Liaise between customers and internal technical teams to resolve issues.
• Educate users on IT tools and best practices.

Skills

IT support

Help desk

Mac & Windows

Communication skills

Problem solving

Calm under pressure

CRM platforms

CompTIA A+ (preferred)

Education

Bachelor's degree or 4+ years experience

Tools

CRM

Ticketing system

Job description

About Agency Cybersecurity

Agency Cybersecurity is fast growing venture-backed startup that provides best-in-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.

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 users while delivering an exceptional customer experience.

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