Must wear many hats and be able to assume roles for CS coverage.
To work directly with Front-line and Deployment specialists to deliver on our mission statement of exceeding client expectations in everything we do.
Qualifications
Customer service: 3 years (Preferred)
Active Directory: 1 year (Preferred)
Windows: 1 year (Preferred)
Microsoft Office: 1 year (Preferred)
Technical support: 2 years (Preferred)
Skills
Excellent verbal and written communication.
Prioritization and time management.
Assist clients by troubleshooting technical problems.
Expert level knowledge in areas including but not limited to: Microsoft Office, Exchange, Microsoft 365, Windows 10, Dell Hardware, HP Hardware, Printers, Active Directory, Azure Active Directory, Intune, ConnectWise, Mac OS, VoIP, Network Switches, Firewalls, Wireless Access Points, and Cisco Meraki.
Duties And Responsibilities
Be an example of world-class service.
Ticket subjects should always be named properly and be championed across the CS team.
Be a Client Success Team Client Satisfaction Survey (CSAT) Champion and help ensure CSAT world class results are achieved across the CS team.
Escalated technical point of contact for CS team.
Communication bridge from CS to other internal teams.
Assist with managing weekly deployment schedules and help ensure deployment SLA’s are met.
Work daily to identify and surmount obstacles to achieving our company vision and work with management to resolve.
On-site client work as needed within an hour from our office.
Answer client calls and create tickets when triaging.
Daily Tasks
Be an example of world-class client service.
Help ensure documentation is accurate and up to date.
Review Escalated tickets and work towards resolution.
Assist CS specialists with difficult tickets and be available in CS Chat Channels.
Monitor ticket SLA’s and ensure proper action is being taken.
Work directly with Client Success Manager to highlight team strengths and weaknesses.
Maintain Client Satisfaction Survey Score of 95% minimum.
The Right Fit
Passion for technology.
Approach every interaction with this question in mind: “What is best for the client?”
Positive and encouraging in team communications.
Driven by success and raising the bar (continual improvement).
Excellent focus and attention to detail and follow through.
Able to switch between tasks quickly.
Trust yourself, trust your team.
Benefits
Dental insurance
Flexible schedule
Health insurance
Life insurance
Paid time off
Professional development assistance
Retirement plan
Vision insurance
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Engineering and Information Technology
Industries
Information Technology & Services
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