Client Service Representative Level 2

Character Requirements

• Responsibility: Innate desire to do more than what is expected
• Thoroughness: Work with efficiency, completeness, and within reasonable timeframes
• Dependability: Fulfillment of expectations without excessive oversight
• Determination: Persistence to complete goals in spite of external influences
• Flexibility: Willingness to adapt to the needs of multiple departments and respond to direction and vision of teammates

Intulse is a privately owned company with core beliefs founded in Christian faith and we hire individuals who share that faith and commitment to our core values. Pleasecarefully read about our culture and core values to understand if you'll fit in our unique environment:https://intulse.com/church/about-us

Responsibilities

• Handle escalated support tickets requiring advanced diagnosis and resolution
• Act as a technical resource for team members, providing guidance on more advanced issues
• Respond to client requests via phone and helpdesk software
• Have a deep understanding of our system's capabilities so you can combine our features in new and creative ways to create the communication experiences that our clients desire

Schedule Requirements

• This position will work from 11:00 AM to 8:00 PM (eastern time) Monday through Friday
• We are prioritizing candidates local to our Lancaster, PA office
• We work in the office a minimum of 2 days a week

Required Skills

• Ability to communicate clearly with clients and peers especially explaining technical issues to non-technical users
• Effective listener
• Ability to be patient and remain calm even in stressful client situations
• Strong work ethic and with personal time management
• Ability to critically think through, troubleshoot, and resolve problems by reading logs and error messages
• Ability to learn quickly in a self-directed environment with minimal supervision

Bonus Skills (not required but a huge plus)

• 2+ years in a technical support role (Level 1/Level 2), help desk, or MSP environment
• Strong understanding of networking fundamentals: TCP/IP, DNS, DHCP, firewalls, VLANs, and basic routing/switching concepts
• Any exposure to VOIP, SIP, or telephony systems (Asterisk, FreePBX, or otherwise)
• Experience supporting a B2B software

Benefits

• Profit sharing
• Healthcare options
• 401K retirement plan with generous company matching
• Generous PTO
• Weekly company provided lunches
• Work from home flexibility