Customer Service Representative

ALOIS Solutions is a technology and security company seeking a Customer Service Representative for Tier 1 support. The role involves managing customer inquiries, providing technical support, and coordinating with internal teams to resolve issues.

Responsibilities:

• Manage high-volume customer inquiries via email and phone
• Provide Tier 1 customer/technical support and basic troubleshooting
• Create, track, and resolve cases using a ticketing/case management system
• Support billing, account management, and service-related requests
• Maintain accurate documentation of customer interactions and resolutions
• Handle customer concerns professionally and escalate technical issues when required
• Coordinate with Account Managers, Project Managers, and internal support teams

Requirements:

• High School Diploma or GED
• 1–3 years of Customer Service / Customer Support experience
• Experience with ticketing or case management systems
• Strong written communication skills – this is an email-heavy support environment
• Experience handling inbound/outbound customer calls
• Basic technical troubleshooting skills
• Strong problem-solving, organization, and time-management skills
• Microsoft Outlook, Word & Excel
• Zoho CRM / Zoho Ticketing experience is highly preferred
• Experience supporting technical products, security monitoring, SaaS, or technology services would be a plus