What are the responsibilities and job description for the Customer Service Professional position at Big Sky Cybersecurity Inc.?
Pay: $18.00 - $21.00 per hour
Job description:
Big Sky Cybersecurity is a process driven Managed Security Services Provider (MSSP) supporting healthcare, K12, and small to mid-sized organizations that depend on secure and reliable technology. We are hiring a Customer Service Support Specialist to handle Initial Calls/Responses, Support Assignment and Escalation, Level 1 calls and technical requests, manage client tickets, and keep customers informed about the work being performed on their systems.
This is a hands-on limited technical support and coordination role in a structured, detail focused environment, with remote support combined with regular onsite visits.
What Makes You a Good Fit
- You have a positive, solution-driven attitude.
- You are organized and detail oriented and you like seeing tickets and projects move from “open” to “done.”
- You are comfortable talking with both end users and technical staff and can adjust your communication style accordingly.
- You are self-directed and can manage your time well and co-ordinate multiple tickets among the technical staff with escalations to appropriate techs without constant supervision.
- You are curious about cybersecurity and IT environments and want to deepen your technical understanding and have the ability to learn and adapt.
Required Qualifications
- Extensive Customer Service Experience preferably in a technical field.
- Clear written and verbal communication with experience handling moderate to high call volumes.
- Ability to manage multiple client requests and priorities while maintaining accuracy and follow through.
- Experience working in a professional setting where documentation, process, and consistency are required.
- Comfortable with IT related concepts.
- Ability to successfully pass required background checks and meet eligibility requirements for work in healthcare, K12 education, and other high compliance environments.
- Willingness to complete and successfully pass reference checks and employment verification as part of the hiring process.
- Willingness to complete and successfully pass a brief practical assessment to demonstrate baseline technical and problem-solving skills relevant to the role.
Preferred Qualifications
- Experience in an MSP, MSSP, help desk, or IT support role.
- Experience with working help desk including phone, remote, and ticket support.
- Familiarity with cloud collaboration platforms and modern business IT environments.
- Exposure to compliance frameworks such as HIPAA, NIST, or CIS Controls.
- Experience coordinating projects, managing workloads, or working within documented service processes.
Responsibilities include but not limited to...
- Provide Level 1 technical support for client requests, including basic troubleshooting, information gathering, and escalation when needed.
- Monitor and manage client tickets from intake through resolution, ensuring requests are handled accurately and on time.
- Serve as a primary contact for assigned clients regarding support issues, updates, and planned work.
- Coordinate with internal technical teams to schedule work, clarify priorities, and track progress on projects and recurring tasks.
- Communicate clear, concise status updates to clients and internal stakeholders via email, calls, and scheduled check ins.
- Maintain accurate documentation of client environments, requests, and work performed, following established processes.
Physical Requirements Include but not limited to...
- Ability to stand and walk for extended periods while working onsite at client locations.
- Ability to safely lift, carry, and move typical IT equipment (including workstations, monitors, uninterruptible power supplies, and networking/server equipment) up to 50 pounds without assistance.
- Ability to climb stairs and regularly use ladders or step stools to access network closets, mounted equipment, cabling, roof access.
- Comfort working in a variety of client environments, including schools, healthcare facilities, and mechanical or network rooms that may be tight, warm, or noisy.
- Ability to safely maneuver and transport equipment in and out of vehicles and customer facilities.
Compensation & Benefits
- Hourly pay range: $18–$21, depending on experience and qualifications.
- Retirement Contributions
- Health Insurance Contributions
Pay: $18.00 - $21.00 per hour
Expected hours: 40.0 per week
Benefits:
- Health insurance
- Paid time off
Work Location: In person
Salary : $18 - $21