Job description:

Intratek Computer, Inc., an Irvine, California based company, was founded and incorporated in 1989 as a computer service, support, and networking firm to provide state-of-the-art customized information technology solutions for Federal, State and County agencies, as well as leading private commercial accounts. We have comprehensive experience providing IT support services, including hardware and software support, maintenance and repair, programming, professional staffing, networking, web design and development, and helpdesk implementation and management.

We are seeking a Customer Support Specialist to help us in Charlotte, NC
 

• Customer Support Specialist
• Remote in Charlotte, NC (the first two weeks will be onsite)
• Schedule: Monday–Friday 7:00am – 9:00 pm ,  Saturday – Sunday (6 hours)
• Training: First 2 weeks onsite, Monday–Friday, 8:00 AM – 5:00 PM
• 4 months contract
• Pay rate depends on experience

Position Overview
We are seeking a Customer Support Specialist to support its 311 service operations as part of the MFA (Multi-Factor Authentication) initiative. This role is focused on delivering a high-quality customer experience to city residents by providing clear guidance, resolving inquiries, and ensuring a smooth and positive interaction with city services.
This is a high-volume, customer-facing phone support role where professionalism, patience, and strong communication skills are essential. The ideal candidate is comfortable assisting users in a structured environment and helping them navigate common workplace tools such as Windows 11 and Microsoft Office 365.

Key Responsibilities
Serve as a primary point of contact for incoming calls, delivering courteous, professional, and efficient customer support
Assist users with general questions, access needs, and navigation of city-supported systems and services
Guide users through basic processes related to account access and authentication (including MFA-related interactions)
Provide support for common user experiences within Windows 11 and Microsoft Office 365 (Outlook, Teams, Word, Excel, etc.)
Accurately document all interactions, inquiries, and resolutions in the ticketing system
Ensure timely follow-up and clear communication to maintain a positive customer experience
Collaborate with internal teams to escalate or route requests as needed
Maintain a high level of professionalism when supporting users across multiple city departments

Veterans Preference:
Special preference will be given returning war veterans when hiring new employees in an attempt to recognize their service, sacrifice, and skills

Equal Opportunity Employer:
Intratek Computer Inc. is an equal opportunity employer. “All qualified applicants will receive consideration for employment without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition.”