Customer Support Representative

📌 Core Information

🔹 Job Title: Customer Support Representative

🔹 Company: TEKsystems

🔹 Location: Grand Rapids, Michigan, United States

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: Fri Mar 28 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Providing customer service and phone support for clients
• Supporting websites and application users
• Handling password resets and email activations
• Working within a high-paced, call-intensive helpdesk environment

ASSUMPTION: The role demands high adaptability and multitasking abilities, as it involves managing numerous client queries through phone and web-based systems.

📋 Key Responsibilities

✅ Document client requests in the ITSM Incident System and assign call incidents appropriately.

✅ Provide internal system support to enterprise customers and external support to agent and policyholder customers.

✅ Triage and troubleshoot client computing devices and peripherals for enterprise customers.

✅ Manage multiple priorities to meet service level agreements and deadlines in a high production environment.

✅ Develop and maintain support documentation and user guides for client computing resources.

✅ Communicate with external vendors related to software and hardware issues.

ASSUMPTION: This role involves significant interaction with both internal systems and external customer systems, highlighting the need for strong problem-solving skills.

🎯 Required Qualifications

Education: Not specified, but a high school diploma or equivalent is typically required.

Experience: Experience in customer service and phone support, with familiarity in supporting websites and applications.

Required Skills:

• Customer service experience
• Phone support competence
• Website and application support knowledge

Preferred Skills:

• Password resetting and email activation skills
• Troubleshooting and documentation expertise

ASSUMPTION: Candidates should possess strong customer interaction and technical support capabilities to effectively perform in this role.

💰 Compensation & Benefits

Salary Range: $20.00 - $24.00/hr

Benefits:

• Medical, dental & vision from day one
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Short and long-term disability coverage

Working Hours: Must be open to working 1st and 2nd shifts, Monday to Friday

ASSUMPTION: The role offers comprehensive benefits that begin immediately, suggesting an emphasis on employee well-being from the start.

📌 Applicant Insights

🔍 Company Context

Industry: IT Services and IT Consulting

Company Size: 10,001+ employees, indicative of a large-scale operation with vast resources and opportunities.

Founded: 1983, with a long-standing history of industry leadership.

Company Description:

• Part of the Allegis Group
• Industry leader in full-stack technology services
• Collaborates with Fortune 500 companies

Company Specialties:

• IT Talent Management
• Enterprise Services
• Cloud Enablement and Migration

Company Website: https://www.teksystems.com

ASSUMPTION: As a global organization, TEKsystems likely provides opportunities for career advancement and international exposure.

📊 Role Analysis

Career Level: Entry level to early career

Reporting Structure: Likely reports to Helpdesk Manager or Team Lead

Work Arrangement: On-site, promoting team collaboration

Growth Opportunities:

• Potential to advance within the company
• Opportunities for skill development in IT support
• Exposure to a wide range of IT systems and technologies

ASSUMPTION: The role is positioned as a career starter with opportunities for growth and development within a large, established company.

🌍 Location & Work Environment

Office Type: On-site office with team-based support structure

Office Location(s): Grand Rapids, MI

Geographic Context:

• Accessible by public transport options
• Located in Michigan’s second-largest city
• Cultural and economic hub of the region

Work Schedule: Monday to Friday, with flexibility needed for shifts

ASSUMPTION: The office environment likely supports a cooperative, team-oriented atmosphere to efficiently handle high call volumes.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Initial phone screening by HR
• Technical assessment or interview

Key Assessment Areas:

• Technical support skills
• Customer service effectiveness
• Ability to handle high-volume scenarios

Application Tips:

• Emphasize relevant experience in customer service
• Showcase problem-solving skills
• Prepare for potential role-playing scenarios

ATS Keywords: Customer Service, Phone Support, Website Support, Application Support

ASSUMPTION: Candidates are expected to demonstrate effective communication and technical troubleshooting abilities during interviews.

🛠️ Tools & Technologies

• ITSM Incident System
• ACD/phone system queue
• Microsoft Office applications

ASSUMPTION: Familiarity with typical office software and IT support systems is beneficial but can be developed on the job.

👔 Cultural Fit Considerations

Company Values:

• Commitment to transformative partnerships
• Focus on continuous improvement
• Emphasis on employee growth and development

Work Style:

• Team-oriented with collaborative interaction
• Adaptability to high-paced environments
• Proactive and solution-focused approach

Self-Assessment Questions:

• Am I comfortable handling high volumes of customer inquiries?
• Do I possess the technical acumen required for this role?
• Am I prepared to work within a fast-paced, team-based environment?

ASSUMPTION: The working culture is likely dynamic and energetic, requiring flexible individuals who thrive under pressure.

⚠️ Potential Challenges

• Handling a high volume of client calls
• Balancing multiple priorities under tight deadlines
• Ensuring technical documentation is up-to-date
• Adapting to company-specific software systems

ASSUMPTION: Successful candidates must efficiently manage stress and maintain productivity in a demanding environment.

📈 Similar Roles Comparison

• Comparable roles in technology companies may offer flexible working arrangements
• Similar IT support roles in smaller firms may involve broader responsibilities
• Positions in larger firms may offer more structured career advancement paths

ASSUMPTION: This role offers a structured, yet challenging environment typical of large IT service providers.

📝 Sample Projects

• Developing user guides for new software implementations
• Participating in system-wide software upgrades and testing
• Engaging in cross-departmental troubleshooting initiatives

ASSUMPTION: Projects likely involve collaboration with IT teams and require clear communication for successful outcomes.

❓ Key Questions to Ask During Interview

• What training programs are offered to new hires?
• How does the company support career advancement within the team?
• What are the primary success metrics for this role?
• How does TEKsystems handle feedback and continuous improvement?
• What is the team dynamic like within the help desk department?

ASSUMPTION: Inquiring about growth and team dynamics will demonstrate a genuine interest in integration and advancement within the company.

📌 Next Steps for Applicants

To apply for this position:

• Submit your resume to: zkanouse@teksystems.com (correct email formatting)
• Ensure your application highlights relevant skills and experiences
• Prepare for potential interviews within the week
• Demonstrate enthusiasm for joining a fast-paced team environment
• Review and familiarize yourself with the company's key systems and tools

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.