Managed Services Help Desk Technician

• Work within Key Performance Indicators, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.
• Take all steps to troubleshoot issues reported. Resolve issue or escalate appropriately.
• Take all necessary steps to ensure customer satisfaction throughout the call

Call Logging

• Create and submit detailed call logs documenting customer interactions in ConnectWise. Accuracy, thoroughness, and timeliness are key call logging components
• Confirm and update customer profile information as needed

Escalation

• Follow all documented escalation procedures, including hand off times, for issues requiring intervention/escalation
• Promptly notify management of any potentially “dissatisfied” customers

Open Calls

• Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow up phone calls, etc.

Knowledge

• Proactively seek and possess business acumen for all clients supported
• Maintain technical proficiency in all applications utilized by clients supported
• Organize and utilize all support resources provided

Achieve continuing education requirements and stay current with the field

• Display a wide degree of creativity and latitude; Think independently and ‘outside the box’ for solutions; use familiarity with a variety of concepts, practices, and procedures; rely on varied yet sometimes limited experience and your own sound judgment to accomplish goals and perform a variety of tasks.

Other tasks

• Perform customer support related tasks and special projects as assigned by management
• Liaise as necessary interdepartmentally to seek resolutions to all issues reported
• Participate in client events, as appropriate (resource on site, client training, etc.)
• Other duties as assigned, Typically 40 hours per week, 8:00am - 5:00pm, Monday through Friday. However, because this role is client focused hours, will vary based on the client need to include evenings or weekends. As a non-exempt employees, overtime is paid at one and one-half times rate for hours worked in excess of 40 per week.

• Technical knowledge
• Excellent verbal and written communication skills
• Excellent customer service skills
• Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario

EDUCATION and EXPERIENCE:

• Two-year college degree in computer science or information systems or Technical School, with up to two years related experience; or equivalent combination of education and experience is desired.

COMPUTER SKILLS:

• Strong personal computer skills including electronic mail, record keeping, and internet applications such as Microsoft Office Suite are required.

CERTIFICATES, LICENSES, REGISTRATIONS:

• Professional certifications such as those offered by Microsoft, Microsoft Office Suite, Windows Operating Systems, Lotus Notes, and Internet applications would be ideal
• A+ and Network+ certifications a huge plus
• Must possess ability to continue to obtain relevant certifications and licenses

Pulled from the full job description

• Referral program
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account, * 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance