IT Customer Service Representative
About the job
- Proven experience in IT support, a help desk, or another customer-facing service role.
- Problem-solving skills, technical aptitude, and familiarity with Mac and Windows.
- A bachelor's degree is preferred, or four or more years of work experience in a similar role may be considered.
- Ability to remain calm and solution-focused under pressure.
- Troubleshoot and resolve software-related technical issues through phone, email, or chat.
- Guide customers through step-by-step solutions and provide clear documentation.
- Respond to customer inquiries promptly and provide empathetic, professional assistance.
- Address concerns with a customer-first mindset and work to ensure customer satisfaction.
- Record and update detailed logs of customer interactions and technical issues in the ticketing system.
- Liaise between customers and internal technical teams to facilitate communication and problem resolution.
- Educate users on IT tools, best practices, and self-service resources.
- Certifications such as CompTIA A+, ITIL, or equivalent.
- Experience with customer relationship management or customer support platforms.
About the company
Agency Cybersecurity provides personalized managed cybersecurity services on a subscription basis for individuals, professionals, and families, including dark web monitoring, next-gen antivirus, personal information removal, and 24/7 security monitoring, with software installed on the client’s devices and managed by a US-based team. The software runs in the background on the client’s devices while a real-time US security team watches for threats and responds to incidents, keeping the client’s device control and privacy intact. It differentiates itself with real-time monitoring by a US team, a Cyber Guarantee up to $1 million backed by two insurers, a privacy-first approach, and a partnership with CrowdStrike to strengthen endpoint protection. The goal is to deliver enterprise-grade, personalized security that protects clients’ online presence through proactive monitoring and incident response while providing financial assurance through the Cyber Guarantee.
Company Size
11-50
Company Stage
Seed
Total Funding
$130K
Headquarters
New York City, New York
Founded
2020
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Simplify's Take
What believers are saying
- Agency's April 2026 and August 2026 pages show active demand for compliance and demo requests.
- CISA's 2026 cuts and three-day vulnerability deadline boost demand for outsourced response services.
- CrowdStrike's expanding platform strengthens Agency's endpoint, cloud, and threat-intelligence positioning.
What critics are saying
- Agency ended new Cyber Guarantee sales January 1, 2026, weakening a core differentiator.
- Existing guarantee and identity-theft coverages terminate June 1, 2026, inviting customer churn.
- Heavy dependence on third-party tools like CrowdStrike compresses margins and reduces product control.
What makes Agency Cybersecurity unique
- Agency bundles U.S.-based forward-deployed engineers with compliance execution across SOC 2, HIPAA, and CMMC.
- Its 2023 CrowdStrike integration added Falcon endpoint protection into managed cybersecurity workflows.
- Agency markets privacy-first, personalized security with human monitoring instead of self-serve software alone.
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Benefits
- Paid Vacation
- Paid Holidays
- 401(k) Company Match
- Health Insurance
- Gym Membership
- Stock Options