Responsibilities:
• Provide exceptional phone support by:
• Actively listening to understand customer issues
• Demonstrating empathy and a sense of urgency
• Documenting problems and incidents accurately and thoroughly
• Managing and resolving conflicts professionally
• Deliver high-quality end-user support for enterprise software and hardware systems
• Assess, triage, research, and resolve incidents and requests in a dynamic 24/7 environment
• Provide after-hours and weekend support as needed
• Apply strong attention to detail, follow-through, and teamwork to every task
• Support all client computing needs through phone, online chat, and in-person interactions
• Create positive customer experiences by building rapport, trust, and clear communication
• Ensure timely issue resolution or escalation by evaluating business impact and updating users promptly
• Investigate, diagnose, resolve, and recover hardware/software problems
• Perform installations, modifications, diagnostics, and repairs on computer hardware and peripherals

Requirements:
• Excellent customer service and communication skills
• 2 to 5 years of relevant experience in a complex, high-tech, fast-paced support environment
• Preferred (not required): prior technical support experience
• College degree (BA) or currently pursuing higher education
• Strong problem diagnosis skills in complex environments and ability to provide swift solutions
• Self-motivated and able to work independently under pressure
• Flexibility to work variable shifts, including evenings, weekends, and holidays
• Proven experience supporting enterprise software and hardware systems
• Solid technical understanding and hands-on ability to support existing systems