Senior Customer Support Account Representative

Job Description

We are seeking a Senior Customer Support Account Representative to serve as the first point of contact for IT Service Desk users.

This role involves providing technical support, troubleshooting, and resolving software/hardware issues while ensuring the highest level of customer service.

The ideal candidate will have strong communication skills, technical expertise, and the ability to work in a fast-paced, high-tech environment.

Key Responsibilities:

1. Customer Service & Technical Support:

Answer incoming calls, chats, and tickets while maintaining professionalism.

Listen carefully to customers to accurately diagnose and understand technical issues.

Provide empathetic, solution-driven support with a sense of urgency.

Document customer interactions accurately and thoroughly in the call tracking system.

2. Incident Management & Resolution:

Diagnose, troubleshoot, and resolve enterprise software and hardware issues.

Apply technical knowledge to support and maintain all existing systems.

Escalate unresolved issues and communicate status updates to end users.

Install, modify, clean up, and run diagnostic programs on computer hardware, peripherals, and software.

3. System Maintenance & Process Improvement:

Identify and streamline/automate support processes for improved efficiency.

Provide after-hours and weekend support as needed.

Ensure adherence to best practices in IT support.

Qualifications & Experience:

Required:

High school diploma or GED with relevant work experience.

2-5 years of experience in a technical support or customer service role within a fast-paced, high-tech environment.

Excellent customer service and communication skills.

Strong problem-solving abilities and a proactive approach to troubleshooting.

Ability to work independently and manage multiple priorities effectively.

Willingness to work variable shifts, including evenings, weekends, and public holidays.

Preferred:

Prior experience in an IT service desk or technical support role.

Familiarity with enterprise software, hardware troubleshooting, and diagnostics.

Education: High School

Company Description

Compunnel Inc., established in 1994; is a leading provider of Staffing, IT/Software, e-Learning/Training, Business Intelligence, and Cloud Solutions. A leader in contingent and permanent workforce solutions, we also provide temp-to-hire staffing, project-based/SOW staffing, and payroll services to our esteemed clientele which includes Fortune 500 companies of diverse industry segments. Ranked as one of the largest staffing firms in the US which is our primary service market; we also have a significant presence in Europe and Asia. As a national service provider in the US, we are serving our customers all major states and regions; thereby generating numerous job opportunities for prospective employees in their preferred locations of choice.

We have witnessed multi-fold YOY growth, and continuously adding a large pool of talented resources to our employee base every year. Our extensive experience in hiring professionals of multiple in-demand skill sets (IT, Engineering, Healthcare, Admin-Clerical, Finance, Professional, Light Industrial, etc.) further makes Compunnel a wider and preferred platform for people to pursue their careers in the US. We welcome people from all walks of life and cultures, and we support workforce diversity by providing equal employment opportunities to people without any discrimination based on race, color, gender, religion, national/ethnic region, disability, or any other basis.

Full-time