IT Customer Service Support

Signature Performance, Inc; United States; Hybrid; USD 33,000 - 37,000; Full time

Benefits offered by this job

Health Insurance

Fully Paid Life Insurance

Disability Insurance

Paid Vacation

Paid Holidays

Tuition Assistance

401(k) with Employer Match

Job summary

Signature Performance, Inc is seeking an IT Customer Service Support professional who is passionate about providing excellent customer service. You will be responsible for answering calls and emails, aiming for first call resolution and high customer satisfaction scores.

The role requires excellent verbal and written communication skills, experience in IT technical support, and a commitment to professionalism and integrity.

Qualifications

• Minimum 1 year in a customer service role emphasizing IT/technical support.
• Ability to conduct business with professionalism, trust, and integrity.
• Experience with remote workstation support and troubleshooting.

Responsibilities

• Answer incoming calls or emails for IT support.
• Achieve first call resolution and 90% customer satisfaction.
• Document call activity in the ticketing system.
• Provide training frameworks and user support procedures.

Skills

Customer service

Verbal communication

Written communication

Problem-solving

Technical support

Active Directory

Office 365

Windows 10/11

Education

CompTIA A+ certification

Job description

You are a person who is passionate about providing top-notch customer service in an IT/technical support role. We need someone with excellent verbal and written communication skills who can identify problems and provide quick resolutions. In the role of IT Customer Service Support, you will be responsible for answering incoming calls or emails in a timely manner with the goal of first call resolution, customer satisfaction, and accurate documentation.

• Tell us about your experience in IT/Technical Customer Service.
• Are you a team player and a self-motivator?
• What is your experience with conducting business in a way that is credit to a company?
• We are counting on you to manage multiple projects using your problem-solving skills.
• We are looking for someone UNCOMMON. What is uncommon about you?

Are you highly committed? Are you team-oriented? Do you value professionalism, trust, honesty, and integrity? If so, we cannot wait to meet you.

About The Position

• Conduct every transaction with a customer focused, courteous, approach that will ensure first call resolution and achieve a satisfaction score of 90% or higher.
• Document call activity into the Service Desk ticketing system.
• Maintains access for all client systems, as assigned.
• Work with other Support Center analysts and Senior Technicians to understand workstation and server support needs.
• Provide remote-controlled workstation support services.
• Participate in remote client workstation triage or basic management of remote network printer support.
• Participate in and support new hire classes in the required IT zoom orientation meetings.
• Provide appropriate training frameworks, programs and end user support procedures or documented technical solutions to users that call in.
• Handle basic active directory administration requests such as password resets or unlocks
• Must have a minimum of 1 year in a customer service type role with an emphasis on IT/technical support.
• Proficient in Windows 10/11 with practical application and use of Office 365 products, Symantec Antivirus Suite, and Adobe Products
• Must have excellent verbal and written technical communications skills.
• Ability to quickly learn new technologies, work collaboratively with other technical groups.
• Assist in identifying problems occurring in a product and able to quickly escalation for a resolution.
• Experience with Active Directory, Databases, VPN connections or troubleshooting network connectivity issues a plus.
• Must reside within a reasonable commuting distance of the Omaha, Nebraska metro area. This position is ad hoc remote eligible and requires regular, recurring on-site work

Preferred Requirements:

• CompTIA A+ or other relevant IT certifications is preferred.

About Us

You are uncommon. We are, too. We are looking for people to help us in our mission of working hard at lowering healthcare administrative costs for federal government agencies, payers, and providers. At Signature, our mission is to improve the health of our clients' business and make the lives of the people we work with better. As we continue to experience exponential growth, we are looking for uncommon individuals to enhance our vision. We will continue to accomplish our mission by leading with our values of Passion, Courage, Integrity, and Respect in all interactions, making us a consistent annual Best Places to Work organization. We need uncommon leaders with uncommon qualities to shape our uncommon culture and achieve our uncommon mission.

About the Benefits

When you are a member of Signature Performance, you are a part of a solutions-based organization where the values of passion, integrity, courage, and respect are the driving forces behind all our decision-making. We trust you to do important work and bring the best version of yourself to work every day, so we want to help you achieve a work-life balance while consistently challenging yourself. Signature believes in fully developing each one of our Associates. Our performance-driven philosophy boasts competitive pay and additional position specific incentives, where world-class training and development, resources, and events drive our award-winning culture where everyone thrives.

• Health Insurance
• Fully Paid Life Insurance
• Fully Paid Short- & Long-Term Disability
• Paid Vacation
• Paid Holidays
• Professional Development and Tuition Assistance Program
• 401(k) Program with Employer Match

Work Schedule

Monday - Friday, between the hours of 8:00 AM - 6:00 PM Central Time

Compensation Range

$24-$26.50/Hour

Position Type

Full Time

This Company is an Equal Opportunity Employer, and does not discriminate on the basis of race, gender, ethnicity, religion, national origin, age, disability, veteran status, or on any other basis prohibited by law. Information on race, gender and national origin will only be used for statistical and recordkeeping purposes, and will not be used in making any employment decisions. All information provided will be kept separate from your expression of interest. Providing this information is strictly voluntary, and you will not be subjected to any adverse action or treatment if you choose not to provide this information. If you do not choose to answer these questions, we ask that you select "Decline to Identify" for each question. Thank you for your voluntary cooperation.

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