IT Customer Service Representative

About Agency Cybersecurity:

Agency Cybersecurity is fast growing ventured back startup that provides best-in-class cybersecurity and compliance. Our software and services simplify complex compliance frameworks including SOC2, ISO 27001, HIPAA, and others, empowering businesses to scale securely and confidently. We're backed by top tier investors like Y Combinator and have offices in NYC, Boston, Richmond, and London.

Location: 100% On-Site in Richmond, VA

Position Type: Hourly, Full Time

Experience Level: Entry Level

Compensation: $15 per hour

About the Role:

We are seeking a skilled and customer-focused IT Customer Service Representative to join our team. This hybrid role combines the responsibilities of a traditional help desk technician and a customer service representative. You will provide technical support to users while delivering an exceptional customer experience.

What You’ll Do:

• Technical Support:
• • Troubleshoot and resolve technical issues related to software via phone, email, or chat.
  • Guide customers through step-by-step solutions and provide clear documentation.
• Customer Service:
• • Respond promptly to customer inquiries, providing empathetic and professional assistance.
  • Maintain a customer-first mindset while addressing concerns and ensuring satisfaction.
  • Record and update detailed logs of customer interactions and technical issues in the ticketing system.
• Collaboration and Training:
• • Liaise between customers and internal technical teams to facilitate communication and problem resolution.
  • Educate users on IT tools, best practices, and self-service resources.

Qualifications:

• Proven experience in IT support, a help desk, or other customer-facing service roles.
• Strong problem-solving skills and technical aptitude, and familiarity with Mac and Windows.
• Excellent communication and interpersonal skills.
• Bachelor's degree preferred, but would consider 4+ years of work experience in a similar role.
• Ability to remain calm and solution-focused under pressure.

Preferred Skills:

• Certifications like CompTIA A+, ITIL, or equivalent are a plus.
• Experience with CRM or customer support platforms.

Benefits:

We believe in rewarding hard work with meaningful perks that support your growth, health, and well-being.

• 10 days of paid time off (PTO)
• 11 paid federal holidays
• 401(k) with 4% company match
• Monthly healthcare stipend
• Gym membership stipend
• Weekly team lunches and in-office snacks