IT Support Specialist

Job Opportunity: Customer Support Representative/Account Representative-Sr-IT

Location: 680 West 10000 South, South UT 84095

Contract Duration: 12 months with possible extension

Pay Rate: $25/hour (W2).

This position will fill a specific shift of 10:30-7:00 MT

Executive Summary:

The Client Service Desk Agent is the first point of contact for external clients of the firm seeking technical support with a variety of platforms primarily through inbound phone channels in a fast-paced 24x7x365 environment. This role is responsible for delivering exceptional customer service, efficiently resolving technical issues, and ensuring accurate documentation in our ticketing system. The ideal candidate will demonstrate expertise in relationship management, entry-level technical troubleshooting, multitasking, and using knowledge base tools to drive high first-contact resolution rates. This role also contributes to continuous improvement by identifying opportunities to streamline or automate processes.

Key Responsibilities:

Customer Support:

• Provide front-line support via phone with external clients demonstrating professionalism, empathy, urgency, and a customer-first mindset.

• Build trust and rapport with clients by demonstrating active listening, advocacy, and clear communication.

• Resolve issues or escalate appropriately while managing customer expectations.

• Maintain composure and professionalism in high-pressure and difficult situations.

• Deliver a consistent and positive customer experience across all interactions.

Communication & Documentation:

• Clearly document all support interactions in the ticketing system, including problem details, troubleshooting steps, and resolution.

• Produce accurate, detailed documentation consumable by other agents, end users, and escalation teams.

• Use proper netiquette and tone to ensure effective communication, especially in written chat interactions.

• Communicate ticket status, next steps, and resolutions to users promptly.

Collaboration & Culture

• Collaborate with team members to ensure service excellence and share knowledge.

• Be a culture carrier by demonstrating a positive, team-oriented attitude.

• Adhere to company policies and procedures, contributing to a safe and professional work environment.

Additional Expectations:

• Demonstrates flexibility and willingness to voluntarily support variable shifts including but not limited to: Holidays, Overtime, Shift change, and weekends.

• Continuously seek opportunities for self-improvement and operational efficiency.

Qualifications:

• High school diploma or GED required.

• Preferred: 2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience.

• Strong Interpersonal skills, empathy, active listening, and the ability to communicate clearly and professional in a fast-paced environment are essential.

• Excellent customer service and communication skills (written and verbal).

• Strong problem-solving and critical-thinking abilities.

• Self-motivated with the ability to work independently and prioritize tasks under pressure.

• Technical aptitude with the ability to learn and support a broad range of IT systems and applications.

• Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems.

Benefits Info

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

Applicant Privacy Disclosure

We collect personal information from applicants during the recruiting, pre-offer, and offer process.

During the recruiting, pre-offer process and offer process, we may collect the following categories of personal information:

1. Identifiers , such as name, address, and email address.
2. Professional and Employment-Related Information , such as resume, work history, education, and qualifications.
3. Information Voluntarily Provided by You in connection with the recruiting and pre-offer process.
4. Sensitive Personal Information , where legally permitted and necessary, such as Social Security number and date of birth.

Personal information is collected and used for the following business purposes: evaluating qualifications and eligibility for employment; communication regarding the recruitment and application process; verifying eligibility for employment; and complying with applicable legal, regulatory, and contractual obligations.

Personal information is collected and used only as necessary, and we are committed to data minimization, privacy, and providing equal employment opportunities. We are an international organization, and personal information may be accessed or processed by authorized personnel or service providers located outside the United States, subject to appropriate safeguards. We restrict use and access to personal information to authorized personnel and service providers with confidentiality and data security obligations. We maintain administrative, technical, and physical safeguards designed to protect personal information from unauthorized access, use, or disclosure.

For information about our privacy practices, please review our Privacy Policy at: https://prideglobal.com/privacy-policy

If you do not consent to the collection of such personal information, please advise us immediately in writing at [email protected]