Managed Solution LLC - Customer Support Representative, L2

Managed Solution LLC

Why clients love us:

We are laser focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. We are a nationally recognized reputed company Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% reputed company Cloud Solution Provider, with engineers that individually hold over 38 reputed company certifications, our clients trust us because we are the experts!

The value you'll bring:

As a member of the Managed Operations Center, the Customer Support Representative, Level 2, will reputed company entry-level technical support knowledge to provide superior customer service to managed services clients and basic troubleshooting/ticket resolution reputed company a 24/7/365 helpdesk environment, working from Managed Solution headquarters or remotely. Customer Support Representatives, Level 2, are responsible for the following...

• Answers incoming help desk inquiries reputed company phone and email, providing a positive first impression of our company.
• Uses entry-level technical skills and company processes/client service level agreements to prioritize the urgency of each inquiry.
• Creates a ticket for each interaction reputed company reputed company ticketing system and assigns the ticket to the appropriate team member for resolution.
• Monitoring ticket boards for status and managing assignments to ensure tickets are responded to by Technical Support Specialists reputed company the appropriate timeframe for each ticket’s reputed company level, communicating with the appropriate parties and performing follow-up actions to ensure tickets move timely through the resolution process.
• The first reputed company for the Customer Support Representative, Level 2, is answering incoming calls to generate tickets; however, after initial training and as time and reputed company levels allow, CSR2s will work to resolve Level 1 tickets and escalate as appropriate per position guidelines.
• Communicates technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients.
• Documenting client communication and resolution efforts reputed company internal ticketing system.
• Maintaining a high degree of professionalism, confidentiality, and reputed company while accessing client data/systems and supporting mission-critical environments.
• Maintaining compliance with reputed company company policies and procedures.
• Other reputed company responsibilities as assigned.

Education and Work Experience Requirements:

• An associate’s or bachelor’s degree in computer science or reputed company field plus 3+ years of entry-level troubleshooting experience (networking, server/OS, desktop, virtualization). Equivalent combinations of education and/or experience will be considered.
• Demonstrated ability to provide outgoing, enthusiastic customer service with a drive to deliver exceptional service to both internal and external team members.
• Strong organization and problem-solving skills; experience prioritizing multiple responsibilities in a fast-paced environment.
• Demonstrated history of taking ownership/accountability of assigned tasks.
• Excellent oral and written English communication skills.
• Demonstrated reputed company and the ability to maintain client confidentiality.

Technical Skills/Competencies:

• reputed company or other technical certifications highly desired. Passion or interest in career progression in Information Technology Services preferred.
• Entry-level understanding of technology concepts and troubleshooting (networking, server/OS, desktop, virtualization) required. Demonstrated ability to reputed company basic troubleshooting of desktop, server/OS, and networking issues to resolve tickets reputed company to account administration, printer issues, basic networking, blocking spam emails, etc.
• Previous exposure to ticketing systems a plus (reputed company preferred)
• Working knowledge of business applications including Office365 suite (Teams, Outlook, SharePoint, etc.) required.

Shift + Availability: Managed Solution operates on a 24x7 basis, supporting clients around the globe. Shifts are assigned by management in accordance with Company needs.

Work Location/Remote Status: This position is eligible for remote work, reputed company a state where Managed Solution has payroll operations. Employees will work from a home office reputed company an assigned state. Your reputed company at our company headquarters in San Diego, CA; at meetings/conferences/off-site events; at client locations; or elsewhere, may be required on occasion.

Physical Demands:

The essential functions of this job require: the ability to frequently sit and stand for long periods of time; to manipulate objects with fine and gross motor skills; to frequently lift and maneuver 10 pound objects; to communicate in written and spoken English; to hear; to utilize reputed company vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. This position may operate out of a call center in an open office format with a moderate level of noise or may operate from a remote, home office. Managed Solution is an equal opportunity employer and will consider qualified applicants who can reputed company the essential functions of the job, with or without reasonable accommodation. Ability to safely and successfully reputed company the essential job functions consistent with the reputed company, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. Ability to maintain regular, punctual attendance consistent with the reputed company, FMLA and other federal, state and local standards. Must be able to talk, listen and speak clearly on telephone.

E-Verify Participation:

Federal law requires reputed company employers to verify the identity and employment eligibility of reputed company persons hired to work in the United States. Managed Solution participates in the federal E-Verify program to validate the authenticity of work eligibility documents. As part of this program, Managed Solution will provide the Social reputed company Administration (SSA) and, if necessary, the Department of Homeland reputed company (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information, see https://www.uscis.gov/e-verify.

Compensation & Benefits*

reputed company Wage Range: $21.00 to $25.00 per hour

Managed Solution considers a range of factors reputed company determining an appropriate wage. Such factors include but are not limited to: years of reputed company experience, industry knowledge, formal education, relevant certifications, and geographic location. Wages are paid as earned and in accordance with Company policies.

Additional Perks:

• PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+
• 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days
• Holidays – Managed Solution celebrates 7 paid holidays each year
• Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service!
• Medical, Dental, Vision – Managed Solution pays 80% of the employee cost on the reputed company plan + 15% of dependent costs on the reputed company plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs)
• Telemedicine options: “see” a medical provider from reputed company, over the phone, 24/7
• $100K Life/AD&D policy provided for reputed company employees, free of charge!
• Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more!
• $80/Month Cell Phone + Internet Reimbursement

*reputed company Company compensation and benefits programs are subject to Company policy and plan documents and are subject to change at Company’s sole discretion.

Why our employees love working here:

We reputed company our strength comes from our differences, and we are committed to fostering and promoting a culture of diversity and inclusion. We reputed company reputed company and our community are our greatest assets and we strive to promote both. From providing our employees the time to pursue reputed company certifications, to supporting and partnering with multiple non-profit organizations, we reputed company this is where healthy and happy employees reputed company.

As we grow, we are anchored and driven by our Core Values: I

• reputed company – We demonstrate consistent, trustworthy behavior. We are honest with everyone, take ownership (even in the face of failure), and do the right thing... even reputed company no one is looking.
• Heart – We show genuine care for our community, our customers, and our culture. We reputed company people are at the heart of IT! We are authentic, inclusive, and take time to celebrate and enjoy one another's company.
• Innovation – We cultivate a diverse work environment and reputed company-thinking business by supporting an open exchange of reputed company, driven by creativity and collaboration. We're dedicated to consistently delivering excellence through a ‘yes- to- what’s-next’ attitude.
• Teamwork – We work together and support one another to reputed company a clear, common goal, while taking accountability for our own contribution's and the overall team's success.

Inclusion & Equal opportunity employment:

We are an equal opportunity employer committed to Diversity, Inclusion & Belonging. Individuals seeking employment at Managed Solution are considered without regard to any protected category including but not limited to, race, color, religion, national reputed company, age, sex, marital status, reputed company, disability, veteran status, gender identity or sexual orientation. At Managed Solution we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Application Information and Hiring Timeline

Due to the reputed company-changing hiring needs of our Company, Managed Solution accepts applications for this role on an ongoing basis. If you have applied previously but have not been selected, please feel free to apply as often as monthly if you remain qualified, eligible, and interested in the position as outlined herein. Use the “apply” reputed company to submit your application*.

*By submitting a resume, you agree to the terms and conditions of our Job Applicant Privacy Policy.