Customer Service Representative / Level 1 IT Support Specialist

Customer Service Representative / Level 1 IT Support Specialist – Full-Time Remote

We are looking for a highly professional Customer Service Representative / Level 1 IT Support Specialist to support inbound customer service and basic technical support operations.

This role is ideal for someone who is confident on the phone, comfortable assisting customers, and has top-tier English communication skills with a clear, neutral accent and strong professional presence.

- Answer inbound customer calls and provide clear, confident, and professional support
- Respond to support inquiries and gather necessary information
- Maintain fluent, courteous, and professional communication with clients
- Ensure customer concerns are addressed promptly and accurately
- Create, update, and manage support tickets within Synchro MSP
- Accurately document troubleshooting steps and customer interactions
- Monitor ticket status and follow up as needed
- Ensure tickets are properly categorized and assigned
- Troubleshoot basic IT issues (printers, monitors, password resets, basic software issues)
- Escalate advanced technical issues when necessary
- Follow established troubleshooting procedures and documentation
- Monitor response times and ensure SLA compliance
- Maintain accurate records for reporting and quality assurance

Requirements:
- Previous customer service or technical support experience
- Top-tier verbal and written English communication skills
- Neutral or near-neutral accent with a strong and professional phone presence
- Ability to communicate confidently with US-based customers
- Strong problem-solving and organizational skills
- Ability to multitask in a fast-paced environment
- Strong attention to detail and documentation

Highly Preferred:
- Experience working in an MSP environment
- Experience using Synchro MSP or similar tools
- Familiarity with remote support tools
- Basic knowledge of Windows OS, networking, printers, and office applications
- Experience supporting US-based customers

Key Traits:
- Strong communicator
- Professional and customer-focused
- Detail-oriented and organized
- Reliable and accountable
- Calm under pressure

Work Setup:
- Full-Time Remote
- Monday–Friday
- Schedule aligned with client business hours

If you have strong customer service or technical support experience and can communicate clearly, confidently, and professionally in English, we’d love to hear from you.

Apply here:
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