Customer Service Representative Level 2

Location: Annapolis Junction, MD 20701-1015, USA; onsite

Salary: $35.10–$42.35 hourly

Company

hirify.global provides customer-focused technical support services for hardware, software, network, application access, system, and telecommunications issues.

What you will do

• Provide first-contact and Tier II technical support by telephone and electronic service tickets.
• Diagnose, isolate, analyze, and resolve hardware, software, application, network, system-access, and telecommunications incidents.
• Resolve incidents at first contact whenever possible and escalate complex issues to Tier II, Tier III, application, system, or other specialist teams.
• Document incident details, troubleshooting actions, status updates, and resolutions in incident-management and tracking systems.
• Maintain service records, identify recurring issues, and provide customers with common solutions and self-help information.
• Work variable operational shifts, including a swing shift from 2:00 p.m. to 10:00 p.m. with varying days and one mandatory weekend overtime day per month.

Requirements

• Experience providing customer service or technical support in a service desk, help desk, or similar technical-support environment.
• Working knowledge of desktop and laptop computers, printers, and commonly used Microsoft Windows applications.
• Ability to diagnose, troubleshoot, and resolve hardware, software, application, system-access, network, and telecommunications issues.
• Ability to accurately document incidents, troubleshooting activities, and resolutions in incident-management or ticketing systems.
• Strong customer-service, problem-solving, written communication, and verbal communication skills.
• Ability to communicate technical information effectively to customers, follow troubleshooting and escalation procedures, work independently, and manage multiple customer requests.
• Must obtain a certification meeting DoD 8570 Information Assurance Technical Level II (IAT II) requirements within 120 days of the start date.
• Must obtain at least one of the following within 120 days of the start date: CompTIA A+, HDI certification, ITIL Foundation, or Microsoft 365 certification.

Culture & Benefits

• Full-time, day-shift position with schedule flexibility based on operational and contract requirements.
• Training lasts 6–8 weeks and takes place Monday through Friday on the day shift.
• No travel is required.
• High school education level is specified.