IT Customer Service Support - Remote/Nationwide

Signature Performance

Portland (ME)

Hybrid

USD 33,000 - 37,000

Full time

4 days ago

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Benefits offered by this job

Health Insurance

Life Insurance

Disability Insurance

Paid Vacation

Paid Sick Leave

Paid Holidays

Tuition Assistance

401(k) Match

Job summary

Signature Performance is seeking an IT Customer Service Support professional for a remote-based position that allows nationwide locations. The role focuses on delivering top-notch IT/technical support with strong communication and problem-solving skills.

Responsibilities include first call resolution, documenting activities in the Service Desk, and providing remote desktop support. The position requires regular on-site work in the Omaha, Nebraska metro area and qualifies for ad hoc remote

Qualifications

1+ year in a customer service role with IT/technical support emphasis.
Proficient with Windows 10/11, Office 365, Symantec Antivirus, and Adobe products.
Excellent verbal and written technical communication skills.
Ability to quickly learn new technologies and collaborate with technical teams.
Experience with identifying problems and escalating for resolution.

Responsibilities

Ensure first call resolution and 90%+ customer satisfaction.
Document call activity in the Service Desk system.
Maintain access for client systems as assigned.
Work with other analysts and Senior Technicians on workstation and server needs.
Provide remote workstation support and basic printer support.
Support new hire IT orientation and training programs.
Handle basic Active Directory tasks like password resets and unlocks.

Skills

Customer service

IT support

Verbal communication

Written communication

Problem solving

Team player

Education

CompTIA A+

Tools

Windows 10/11

Office 365

Symantec Antivirus

Adobe Products

Active Directory

VPN

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.