Customer Service Representative - Level 2

Customer Service Representative, Level 2

Position Overview

Crystal Management, LLC (CMiT) is seeking a Customer Service Representative, Level 2 to provide responsive, customer-focused technical support for hardware, software, network, application access, system, and telecommunications issues.

In this role, you will serve as a point of contact for customers seeking technical assistance by telephone or electronically submitted service requests. You will diagnose and troubleshoot technical problems, resolve incidents whenever possible at first contact, document solutions, and escalate more complex issues to the appropriate technical support teams.

The ideal candidate brings strong technical troubleshooting skills, a customer-service mindset, and the ability to communicate clearly and professionally while working in a fast-paced support environment.

Work Schedule

This position requires schedule flexibility. Shifts vary based on operational and contract requirements.

Shift: SWINGS - 2:00 pm – 10:00 pm (Days vary)

Training: 6-8 Weeks, Mon – Fri – DAYS shift

Mandatory OT: One weekend day per month

Responsibilities

• Provide first-contact technical support and incident resolution for hardware, software, application, network, system access, and related technical issues.
• Respond to customer requests received by telephone and electronically submitted service tickets.
• Diagnose, identify, isolate, and analyze technical problems using available resources, established procedures, and historical incident records.
• Resolve as many incidents as possible during the initial customer contact.
• Troubleshoot Tier II technical issues and provide telephone-based technical assistance.
• Escalate incidents to Tier II, Tier III, application, system support, or other appropriate specialists when additional expertise is required.
• Provide courteous, professional, and customer-focused service throughout the troubleshooting and resolution process.
• Accurately document incident details, troubleshooting activities, status updates, and resolutions in applicable incident-management and tracking systems.
• Maintain and update service records and tracking databases.
• Identify recurring technical issues and patterns and bring them to management's attention.
• Provide customers with answers to frequently asked questions and solutions to common technical problems.
• Support customer self-help capabilities by providing solutions and information for commonly encountered issues.
• Maintain current working knowledge of computers, laptops, printers, and commonly used Microsoft Windows applications.
• Perform other related duties as assigned in support of operational and contract requirements.

Qualifications

Qualifications

• Experience providing customer service or technical support in a service desk, help desk, or similar technical-support environment.
• Working knowledge of desktop and laptop computers, printers, and common Microsoft Windows applications.
• Ability to diagnose, troubleshoot, and resolve hardware, software, application, system-access, network, and telecommunications issues.
• Ability to document incidents, troubleshooting activities, and resolutions accurately in incident-management or ticketing systems.
• Strong customer-service and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to communicate technical information effectively to customers.
• Ability to follow established troubleshooting and escalation procedures.
• Ability to work independently and effectively manage multiple customer requests.

Certification Requirements

The following certifications must be obtained within 120 days of the start date:

• Certification meeting DoD 8570 Information Assurance Technical Level II (IAT II) requirements.
• At least one of the following:
• CompTIA A+
• HDI certification
• ITIL Foundation
• Microsoft 365 certification