IT Customer Service Support - Remote/Nationwide

Signature Performance

Des Moines (IA)

Hybrid

USD 33,000 - 36,000

Full time

4 days ago

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Benefits offered by this job

Health Insurance

Fully Paid Life Insurance

Disability (short- & long-term)

Job summary

Signature Performance seeks an IT Customer Service Support professional to provide prompt, high-quality technical assistance via calls or emails, aiming for first-call resolution and high customer satisfaction. You will document activity in the Service Desk system and collaborate with senior technicians for workstation and network support.

The ideal candidate has 1+ year in IT customer service, strong communication skills, and the ability to learn quickly.

Qualifications

Minimum 1 year in a customer service IT/technical support role.
Proficient with Windows 10/11 and Office 365.
Strong verbal and written technical communication.
Able to learn new technologies quickly and escalate issues as needed.
Experience with Active Directory, VPNs, and network troubleshooting is a plus.
CompTIA A+ or similar certifications preferred.

Responsibilities

Answer calls or emails promptly with aim of first call resolution.
Document activity in the Service Desk ticketing system.
Provide remote workstation support and basic printer support.
Collaborate with analysts and senior technicians to identify and resolve issues.
Assist in onboarding new hires and training end users.
Handle password resets or account unlocks in Active Directory.

Skills

Customer service

Verbal communication

Written communication

Team collaboration

Problem-solving

Education

1 year IT/customer service experience

Tools

Service Desk ticketing system

Remote support tools

Job description

This is a remote based position. Applicants can be located nationwide

Position Description

About You

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

Minimum Requirements

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.