Customer Support Representative

Summary

Join IPS Group, Inc., a leader in low-power wireless telecommunications and parking technologies, as a Customer Service Representative! In this entry-level role, you will provide first-line technical support to clients nationwide, troubleshooting issues remotely and resolving problems via phone and email. You will guide customers through problem-solving, escalate complex issues, and maintain detailed records. Strong communication, technical aptitude, and a customer-centric approach are essential. The position requires proficiency in diagnosing basic technical issues and using Microsoft Word and Excel. Success in this role involves effectively resolving customer issues and maintaining excellent service.

Requirements

• Proven experience as a help desk technician or other customer support role
• Good understanding of computer systems, mobile devices, and other technical products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• Ability to work independently with little or no supervision
• Excellent customer service skills
• Ability to continually learn new product service techniques
• Ability to communicate both verbally and in writing with business professionals
• Working knowledge of Microsoft Word and Excel

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on products or services
• Record events and problems and their resolution in Help desk ticketing system
• Follow-up and update customer status and information