Description:
• As the first point of contact for inbound calls, you will set the tone for an exceptional client experience.
• Your ability to listen, assess, and guide clients toward the right solutions will directly impact customer satisfaction and company growth.
• Be the first point of contact for all inbound phone calls—setting a strong first impression and helping clients make informed decisions to resolve their tech issues.
• Lead daily huddles (BOD meetings) to align team priorities and goals.
• Monitor dashboards for tickets, sales, and phone performance, ensuring service efficiency.
• Engage clients through calls, chats, and remote support sessions, providing expert assistance.
• Drive sales and client satisfaction by offering the right IT solutions tailored to their needs.
• Oversee team performance, ensuring smooth operations across service centers.
• Manage administrative tasks such as scheduling, ticket coordination, and lead tracking to optimize workflows.
Requirements:
• Tech Support & Troubleshooting: 3-5+ years
• Customer Service & Sales: 3-5+ years
• Leadership & Team Management: 3-5+ years
• Client Interaction: Comfortable handling 20+ inbound calls daily
• Remote Work Experience: Preferred
• Tech-Savvy: Ability to troubleshoot software & hardware issues.
• Sales & Customer Service: Strong ability to recommend IT solutions & build client trust.
• Time Management: Ability to prioritize & multitask in a fast-paced environment.
• Communication: Exceptional phone etiquette & written communication skills.
• CRM & Ticketing: Comfortable with help desk software & lead management tools.
• Microsoft 365 & Office Suite Expertise.
• Familiarity with remote support platforms & cloud-based solutions.
• MSP or MSSP Experience (5-7+ years)
• Typing Speed: 60+ WPM preferred
• IT Certifications (CompTIA, Microsoft, Cisco, etc.)
• AS/BS Degree
Benefits:
• Competitive Pay & Compensation Accelerators – Performance-based profit sharing rewards your hard work.
• Comprehensive Benefits – Medical, Dental, & Vision Insurance for your well-being.
• Future-Focused – 401K & Retirement Benefits to build financial security.
• Professional Growth – Continuously level up your skills, knowledge, and expertise.
• Work-Life Balance – Paid Time Off (Vacation, Sick, Personal) & Paid Holidays.
• Your Voice Matters – A small-business culture where your ideas make an impact.
• High-Energy, Fast-Paced Work – Join a team of go-getters who love what they do.
