Customer Service Representative (NOC Agent)

About the role

Join Diversified as a Customer Service Representative (NOC Agent) and become the first point of contact for clients reporting technical issues. You will work in a fast‑paced environment, handling requests through phone, email, chat, and the customer portal while supporting large‑scale audio‑visual and media installations.

Key responsibilities

• Receive and log service requests from multiple channels (phone, email, chat, portal, automated alerts).
• Create and manage tickets in the ConnectWise incident management system.
• Perform Technician Check‑Ins, verify scope of work, tools, and equipment, and update ticket status.
• Make outbound calls for proactive ticket monitoring and provide status updates to clients.
• Collaborate with team members to ensure proper ticket entitlement and coverage.
• Escalate complex issues to higher‑level support or management as needed.

Required profile

• High School Diploma or equivalent.
• Ability to handle multiple issues simultaneously and prioritize effectively.
• Willingness to work onsite five days a week on rotating shifts.
• Strong adherence to company policies and procedures.

Required skills

• Experience with ConnectWise ticketing system.

What we offer

• Flexible work environment with opportunities for personal and professional growth.
• Competitive compensation and benefits.
• Inclusive culture that celebrates diversity.