IT Support Specialist

Customer Service & Network Operations Specialist

Infinit-O is the trusted, customer-centric, and sustainable leader in Business Process Optimization. We empower finance and healthcare organizations to thrive in a digital-first world by combining specialized industry expertise and innovative technology for 20 years. We navigate complex industry landscapes to drive transformative outcomes, helping businesses streamline operations, enhance customer experience, and achieve sustainable growth backed by a world-class Net Promoter Score of 75. Our approach combines operational efficiency with a human-centered ethos, ensuring sustainable value creation for our clients and team members. As a Certified B Corporation, Infinit-O is committed to the highest standards of social and environmental performance, accountability, and transparency. We embed these values into every aspect of our operations—aligning business success with a positive impact on our clients, people, and communities. Our commitment to Diversity, Equity, and Inclusion (DEI) is integral to our mission. We believe that building inclusive, equitable teams is not only the right thing to do—it is also essential for driving innovation and better business outcomes. We actively promote equal opportunity through inclusive hiring practices, continuous learning programs, and regular equity assessments to ensure a fair and empowering workplace for all.

We're reshaping the landscape of the Unified Communications (UC) and Audio-Video (AV) for enterprise customers around the world. As a Customer Service & Network Operations Specialist, you'll combine customer care with technical problem-solving. Helping support complex systems, coordinating incident response, and ensuring an exceptional experience for every customer you assist. If you're passionate about technology, thrive in a fast-paced environment, and love problem-solving, then this is the role for you.

Schedule:

You will be working Thursday to Monday either 7:00 am – 4:00 pm PT or 11:00pm - 8:00am PT.

What you'll do:

• Act as a first point of contact and escalation for customer issues across voice, data, and AV environments on the company's Service Desk.
• Whenever possible, provide Tier 1 troubleshooting to achieve first call resolution for tickets on customer Unified Communication and AV solutions.
• Monitor network and system health using internal tools; identify, research, and escalate potential service-impacting events.
• Coordinate and document the full lifecycle of incidents, events, and service requests by ensuring clear, accurate, and professional communication with both customers and internal teams.
• Collaborate with our Growth & Revenue Team, Engineers, and Delivery Leads to ensure prompt resolution and world-class customer experience.
• Respond to customer inquiries by phone and in writing, offering empathetic, knowledgeable, and timely solutions.
• Follow established internal and customer-specific processes with precision, while contributing ideas for continuous improvement.
• Flexibly support shift coverage across Day, Swing, Night, and Weekend schedules when needed.
• Ensure compliance with security and data privacy standards, including timely reporting of potential incidents.
• Focus on delivering high quality service and maintaining strong customer satisfaction metrics.

Why you'll love working here:

• Customer-first culture: Our team is the heartbeat of the company. We're passionate about our customers and about supporting each other.
• Career growth: We offer hands-on experience, mentorship, and opportunities to learn multiple disciplines—from service operations to technical engineering.
• Collaborative environment: We celebrate wins, share ideas, and enjoy a culture filled with teamwork, feedback, and (yes) the occasional meme war.
• Real impact: You'll help enterprise clients maintain critical communications systems and ensure smooth business operations worldwide.

Job Requirements and Credentials:

• 2-year degree, certificate, or equivalent experience in IT, Networking, Telecommunications, or related field
• Experience in customer service, help desk, or technical support preferred

Technical Aptitude:

• Familiarity with voice/data networking concepts, monitoring tools, and Microsoft applications
• Comfortable learning new systems and troubleshooting tools

Soft Skills:

• Strong communication and documentation skills
• Passion for delivering excellent service
• Integrity, accountability, and teamwork mindset
• Grit and resilience when faced with obstacles
• Curiosity and a drive for self-improvement