Service Desk Agent I

V2X Inc; United States; Remote; USD 40,000 - 55,000; Full time

Job summary

A global technology firm is seeking a remote customer support representative to provide first-level support and resolve technical issues for clients. The ideal candidate will have a high school diploma, experience in technical writing, and excellent communication skills. The role requires proficiency in mobile devices and the ability to document interactions clearly. Join a diverse company committed to equal opportunity.

Qualifications

• Minimum of 2 years technical writing experience.
• Minimum 1 year of customer service experience.
• Ability to present technical functionality to a non-technical audience.

Responsibilities

• Provide first level support via phone and email.
• Actively resolve incidents and service requests.
• Document and update tickets based on user interactions.

Skills

Excellent written and verbal communication

Interpersonal skills

Proficiency in mobile devices

Knowledge of IT products

Customer service experience

Education

High School Diploma/GED

Associate degree preferred

Tools

Service Desk ticketing software

MS Office

Job description

Overview

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Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.

Responsibilities

• 100% phone support (inbound and outbound)
• Provide first level support (phone and email) assisting users by providing superior quality support and service information
• Actively resolve and/or escalate incidents and service requests within agreed time limits and processes, in a professional and customer-sensitive manner
• Document and update tickets based on interactions with users by asking leading questions
• Communicate non-technical information clearly and relay to technical staff when needed
• Other duties as assigned

Qualifications

• Education: High School Diploma/GED required (Associate degree preferred)
• Experience: Minimum of 2 years technical writing experience. Minimum 1-year customer service experience
• Excellent written and verbal communication with customers and team members
• Excellent interpersonal skills and telephone manner including active listening, empathy, and patience with difficult callers; ability to present technical functionality to a non-technical audience
• Experience using Service Desk ticketing software
• Skills & Technology Used: Proficiency in mobile devices and operating systems (iPhone and Android); proficiency in Smart TVs and streaming devices; working knowledge of MS Office; broad knowledge of IT products, services, and terminology; basic understanding of networking
• Ability to stay updated on organizational procedures and processes including handling sensitive data and following strict security protocol
• Work Environment: 100% remote position with a quiet, dedicated home office or workspace and high-speed wired ethernet connection
• Clearance: Ability to obtain and maintain National Agency Check; Public Trust

Additional Information

At V2X, we are committed to equal employment opportunity and fostering an inclusive and diverse workplace. We ensure all individuals are treated with fairness, respect, and dignity.