• New York, New York
• IT
• $50-70K
• Full Time regular employee
•  9:00 - 17:00
•  Visa Support: Yes
•  New

Job Description

【Position】
Customer Support Representative (IT Helpdesk – Tier 1) 

【Essential Duties】
• Responds to service related customer inquiries, trouble, and/or complaints by phone and email.
• Instructs network carriers to troubleshoot circuit outages and usability issues.
• Communicates with application service providers/resellers to respond to customer inquiries.
• Provides customers with remote instructions to isolate the cause of Internet connection outages.
• Provides customers with basic instructions on the use of the application and internet related services.
• Escalates trouble tickets to the engineering team once the work level of a service ticket is beyond the scope of the 1st level support.
• Manages ongoing service tickets and ensure the expected service levels.
• Sends notices for planned or unexpected service outages to customers in a timely manner.
• Opens appropriate tickets with the datacenter related inquiries and troubles.
• Creates, revises, and translates manuals, documents, and reports when needed.
• Collects information from department of Professional Services to enable to perform LAN
support and its troubleshooting.
• Creates manuals to perform LAN Support and its troubleshooting for customer support.
• Leads customer support staffs to perform LAN support and its troubleshooting with sharing information.

【Working Hours, Working style】
9am – 5pm ET
With teamwork, covering working hours of 9 am – 5 pm Pacific Standard Time (PST) from Monday to Friday (12 – 8 pm EST from Monday to Friday), in case of absence of a customer support representative covers working hours of 9 am – 5 pm Pacific Standard Time (PST).

【Working Location】
Manhattan, NY

【Salary, Benefit】
$50-70K

【Holidays】
Saturday, Sunday, Holiday

【Qualifications】
• Strong interest in IT and technology with a willingness to learn and grow in a technical support role
• Excellent communication skills, both verbal and written – ability to explain technical issues in a clear and simple manner
• Basic understanding of computer systems, software applications, and common troubleshooting steps (training will be provided)
• Strong problem-solving and critical thinking skills
• Customer service mindset – professional, patient, and supportive when interacting with users
• Ability to follow instructions, document steps, and escalate issues when necessary
• Comfortable working in a fast-paced environment and managing multiple tasks
• Team player with a proactive attitude

Preferred but not required:
• Prior experience in a customer support or call center role
• Basic knowledge of Windows/macOS operating systems or Microsoft Office products
•  Familiarity with ticketing systems or IT service management (ITSM) tools

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