Customer Service Representative (Csr) - Urgent | Start Asap!

Skills & Experience We’re Looking For

• 1–2 years of experience in technical customer support, ideally in a SaaS environment.
• Comfortable supporting customers via chat, email, and phone with strong written communication skills.
• Strong troubleshooting ability, particularly with Windows-based systems and basic hardware issues.
• Ability to explain technical concepts clearly to non-technical customers.
• Experience documenting and managing cases in a CRM or ticketing platform.
• Strong attention to detail, organization, and follow-through.
• Ability to manage multiple requests and adapt to changing priorities in a support environment.
• specifically looking for candidates with a stronger hardware background, ideally with CompTIA certification and/or hands-on helpdesk experience

KEY RESPONSIBILITIES

• Provide front-line support for FRONTSTEPS Community Operations products and related security hardware.
• Assist customers with basic troubleshooting of software and hardware issues via chat, email, and phone.
• Help guide customers through remote setup or troubleshooting steps forhardware when needed.
• Gather details about customer issues, analyze the problem, and determine appropriate next steps or solutions.
• Document all customer interactions and issues in our ticketing/CRM system.
• Escalate more complex or priority issues to higher-level support teams when needed.
• Follow up with customers to confirm resolution or provide scheduled callbacks when appropriate.
• Maintain a high standard of professionalism and customer service in all communications.

Benefits:

• Company Christmas gift
• Company events
• Free parking
• Health insurance
• On-site parking
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Work Location: In person