Customer Support Representative

Summary

Join IPS Group, Inc., a leading design, engineering, and manufacturing company, as a Customer Service Representative! In this entry-level role, you will provide first-line technical support for our telecommunications and parking equipment to clients nationwide. You will troubleshoot issues remotely, guide customers through problem-solving, and escalate complex problems to senior staff. Strong communication and customer service skills are essential, along with a basic understanding of computer systems and technical products. This customer-facing position requires the ability to work independently and learn new techniques continuously. The salary range is $55,000-$70,000 annually.

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