Customer Support Representative (IT)

Job Description

REQUIREMENTS

• Minimum of two (2) years of coursework in Computer Science or related experience
• Strong problem-solving and analytical skills
• Ability to work independently and manage tasks with minimal oversight
• Clear and professional written and verbal communication skills
• Strong attention to detail and organizational skill

Preferred :

• Experience with ColdFusion and/or SQL
• Prior customer support experience

RESPONSIBILITIES

• Respond to customer inquiries via email, ticketing system, and phone in a timely and professional manner
• Troubleshoot software issues, identify root causes, and provide clear resolutions or workarounds
• Document all customer interactions, issues, and resolutions accurately in the support system
• Escalate complex or unresolved issues to development or senior support staff as needed
• Maintain a strong understanding of system functionality and common workflows within the TMS platform
• Follow established processes for issue tracking, prioritization, and resolution
• Communicate clearly and professionally with both customers and internal teams
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Contributes to team effort by accomplishing related results as needed.
• Adhere to internal our client’s software development methodologies.
• Follows our client’s best practices and documentation guidelines.
• Other duties as required.

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