Are you a tenacious problem solver ready to step into a crucial integrated support position? AIS is seeking an experienced Technical Customer Service Representative that will own the customer service experience across multiple platforms, from ticket generation to close, ensuring we satisfy our mission to “deliver service our clients will fall in love with.”
Purpose:
The Customer Service Representative serves as the primary bridge between our clients and production, ensuring every interaction is effortless. This role supports the AIS mission of providing "technology that works" by delivering service our clients fall in love with.
Major Goals:
• Experience Ownership. Own the entire customer experience across multiple platforms. Evaluate and challenge existing status quo to identify new ways to improve internal processes.
• Conflict Resolution. Act as a dedicated problem-solver, either resolving issues directly or facilitating a seamless handoff to the appropriate expert.
• Operational Excellence. Process service tickets (cases) with high speed and total accuracy to minimize downtime.
Toughest Parts of the Job:
• Learn AIS as a company of culture, people, and processes
• Balance the multiple demands and competing priorities of the position
• Assist frustrated customers and resolve issues
Core Job Functions: As a critical member of the core service team, you will exemplify the AIS-NOW culture while managing the following daily operations:
Service & Supply Management
• Manage incoming requests via phone, email, chat, and text.
• Input service data into the E-Automate system and assign calls to technicians based on territory coverage.
• Process supply requests and manage daily toner orders.
Technical Triage & Coordination
• Perform remote troubleshooting for basic IT, copier/printer, or network-related issues.
• Escalate complex connectivity issues to the Service Managers or Connectivity Specialists.
• Gather network information for new installations and communicate on how to set up equipment for remote setup.
Administrative Integrity
• Audit service calls for accuracy: verify parts usage, labor times, billing addresses, and contract coverage.
• Collaborate with the Finance department to resolve credit hold issues.
• Monitor daily activity logs to ensure all service requests meet SLA timelines.
• Ensure that E-Automate data is accurate and entered according to the proper procedures and format.
Working Conditions
Schedule: General business hours are Monday – Friday, 8:00 am – 5:00 pm. This position is scheduled to work 7AM - 4PM, Monday - Friday.
Headquarters: North Las Vegas, NV
Who we are:
AIS is a Premier IT Business Technology Company headquartered out of North Las Vegas, NV with additional branches in Southern California.
AIS’s Core Values: We Adapt and never lose our Integrity to Surpass expectations- We are AIS-NOW. This is aligned with the AIS Mission Statement: Our mission as a Company is to Exceed our customers’ expectations by providing unparalleled business solutions with leading edge technology products, coupled with unmatched service, supplies, and support. Our foundation of work ethic, integrity, and teamwork enable us to work within a culture that cares about our customers, our community, and each other.
We offer a comprehensive benefits package including medical, dental, vision, life, 401(k) Savings Plan with company match, PTO program that includes vacation time, personal time, and volunteer time off. We offer recognition programs and incentive travel rewards. Company sponsored events, team building events as well as a robust Leadership Development Program.
AIS is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued.
Qualifications
Knowledge and Skills:
• 2-3+ years in a professional business-to-business (B2B) customer support role
• Basic knowledge of IT and networking components highly preferred but not required
• Exceptional courtesy, resourceful problem-solving, and elite listening skills.
• Ability to handle multiple incoming calls
• Ability to balance competing priorities and maintain composure with frustrated customers
• Must be able to work on multiple projects and follow them through to completion
• Must be able to quickly diagnose or research solutions to problems
Behavioral Characteristics:
• Able to work as part of a team as well as independently
• Persists in getting things done despite failures and obstacles
• Engages in problem-solving
• Great communication and listening skills
• Able to adapt, be flexible, and multitask