About careerpulse
Welcome to careerpulse, a forward‑thinking technology partner that empowers businesses to thrive in a digital world. We specialize in cloud transformation, modernized infrastructure, and strategic IT consulting, helping organizations of all sizes unlock the full potential of their technology investments. As a nationally recognized industry leader, careerpulse is committed to delivering excellence, innovation, and unparalleled customer service. Our remote‑first culture, combined with a 24/7/365 helpdesk model, ensures that our clients receive timely, expert support whenever they need it.
Why Join careerpulse?
- Impactful Work: Every ticket you handle directly supports our clients’ business continuity and growth.
- Career Growth: We invest in your professional development through certifications, mentorship, and clear advancement pathways.
- Inclusive Culture: Diversity, equity, and belonging are at the core of everything we do.
- Competitive Compensation: Earn a competitive hourly rate plus a comprehensive benefits package.
- Flexibility: Work from anywhere in the United States, with a schedule that fits your lifestyle.
Key Responsibilities
As a Level 2 Customer Support Representative, you will be the first line of technical assistance for careerpulse’s managed services clients. Your role will involve:
- Answering inbound help‑desk inquiries via phone and email, creating and managing tickets in our Connectwise system.
- Prioritizing tickets based on urgency and SLA requirements, ensuring timely escalation to the appropriate technical teams.
- Performing basic troubleshooting for desktop, server/OS, networking, and virtualization issues, and resolving Level 1 tickets when possible.
- Communicating technical information clearly and professionally to clients in writing and over the phone.
- Documenting all client interactions and resolution steps in the ticketing system to maintain accurate records.
- Maintaining confidentiality and integrity when accessing client data and supporting mission‑critical environments.
- Collaborating with cross‑functional teams to improve processes, share knowledge, and drive continuous improvement.
- Participating in on‑call rotations and shift coverage as required to support our 24/7 global client base.
- Adhering to all careerpulse policies, procedures, and compliance standards.
Essential Qualifications
- Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum of 3 years of entry‑level technical support experience (networking, server/OS, desktop, virtualization).
- Strong organizational and problem‑solving skills, with the ability to manage multiple priorities in a fast‑paced environment.
- Excellent verbal and written communication skills in English.
- Demonstrated integrity and commitment to client confidentiality.
- Proficiency with Microsoft Office 365 suite (Teams, Outlook, SharePoint, etc.).
- Experience with ticketing systems (Connectwise preferred).
Preferred Qualifications
- Technical certifications (e.g., CompTIA A+, Network+, Security+, or careerpulse‑specific certifications).
- Interest in pursuing a career in Information Technology Services.
- Experience in a managed services or cloud‑focused environment.
- Knowledge of careerpulse’s proprietary tools and processes.
Key Skills & Competencies
- Customer‑centric mindset with a passion for delivering exceptional service.
- Technical aptitude for quickly diagnosing and resolving common IT issues.
- Strong analytical and critical‑thinking abilities.
- Adaptability and resilience in a dynamic, high‑volume support setting.
- Team collaboration and cross‑functional communication.
- Time‑management and prioritization skills.
- Commitment to continuous learning and professional growth.
Career Growth & Learning Opportunities
At careerpulse, we believe that your career should evolve with you. As a Level 2 Support Representative, you will:
- Progress to Level 3 or Senior Support roles, gaining deeper technical expertise.
- Earn industry certifications with our sponsorship program.
- Participate in cross‑training sessions to broaden your skill set across networking, cloud, and security domains.
- Take on mentorship responsibilities, guiding new hires and sharing best practices.
- Explore opportunities in project management, solution architecture, or client success.
Work Environment & Culture
Our remote‑first model means you can work from anywhere in the United States, provided you have a reliable internet connection and a dedicated workspace. We foster a culture of:
- Integrity: Transparent, honest communication and accountability.
- Heart: Genuine care for our clients, teammates, and community.
- Innovation: Encouraging creative problem‑solving and continuous improvement.
- Teamwork: Collaborative support across departments to achieve shared goals.
Our team enjoys regular virtual coffee breaks, quarterly virtual town halls, and occasional in‑person retreats to strengthen relationships and celebrate successes.
Compensation & Benefits
- Hourly Rate: $21.00 – $25.00 per hour, commensurate with experience and certifications.
- Paid Time Off: 10 days in Year 1, 15 days in Year 2, 20 days in Years 3+.
- 401(k) Plan: Eligibility after 90 days; careerpulse matches 50% of your first 6% contributions.
- Paid Holidays: 7 paid holidays annually + 1 floating holiday + 2 additional after 5 years of service.
- Health & Wellness: Medical, Dental, Vision coverage (80% of employee cost, 15% of dependent costs). Telemedicine access 24/7.
- Life & Disability: $100K life insurance and AD&D policy at no cost.
- Employee Assistance Program: Free financial counseling, mental health support, and travel assistance.
- Technology Stipend: $80/month for cell phone and internet reimbursement.
- Professional Development: Sponsored certifications, training courses, and conference attendance.
Commitment to Diversity & Inclusion
careerpulse is an equal‑opportunity employer. We celebrate differences and actively work to create an inclusive environment where every employee feels valued and empowered. We encourage applicants from all backgrounds to apply, even if your experience does not perfectly align with every listed qualification.
How to Apply
If you’re ready to bring your technical expertise, customer‑first attitude, and passion for learning to careerpulse, we’d love to hear from you. Click the button below to submit your application and join a team that’s shaping the future of technology support.
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