About the Role
Based in Kansas City, KS, this hybrid position offers the opportunity to blend remote and on-site work while supporting a leading technology company’s customer base. As a mid-senior level Customer Service Representative with an IT specialization, you’ll be the frontline expert resolving technical issues and ensuring every customer interaction reflects clarity and care.
What You'll Do
- Respond to 95% of customer inquiries within 2 hours during business hours, providing timely and accurate support.
- Resolve 85% of technical support tickets on first contact within 24 hours, troubleshooting issues with precision and patience.
- Maintain a customer satisfaction score of at least 90% in post-interaction surveys, consistently delivering a positive experience.
- Document 100% of customer interactions accurately in the support database within 1 hour, ensuring clear records for the team.
- Escalate 100% of unresolved complex issues within 4 hours to the appropriate technical teams, facilitating swift resolutions.
- Complete monthly product knowledge assessments with a minimum score of 90%, staying sharp on evolving technology and solutions.
- Collaborate in at least 4 team knowledge-sharing sessions per quarter, contributing insights and learning from peers.
What We're Looking For
- Master’s degree with a strong foundation in IT or related technical fields.
- Minimum of 2 years’ experience in customer service roles within the technology sector, ideally with hands-on technical support.
- Exceptional communication skills that balance technical accuracy with approachable, empathetic customer interactions.
- Proven ability to manage multiple priorities and maintain high-quality documentation under tight timelines.
- Comfortable working in a hybrid environment, adapting seamlessly between remote and in-office collaboration.
Nice to Have
- Experience with support ticketing systems and CRM platforms.
- Background in IT troubleshooting or network support.
- Active participation in team-driven knowledge sharing or training initiatives.
Why This Role
This role offers a meaningful chance to deepen your technical expertise while directly impacting customer satisfaction in a technology-driven setting. You’ll work alongside knowledgeable peers who value collaboration and continuous learning, all within a flexible hybrid framework that respects your work-life balance.