Customer Service Support Specialist

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