About the job
Premier Managed IT Service Company that delivers IT products and services to small businesses in the New York metro and Georgia area, is looking to add a triage technician in our Atlanta office. We are looking for the best and brightest; a hardworking and dedicated individual to join our growing team. This position will provide growth opportunities to other senior technical client-facing roles of our firm.
We demand people who:
· Care about our clients
· Are passionate about what they do
· Are team players, and willing to help other team members
· Believe in doing things right the first time
· Are dedicated to continual improvement
· Embody positivity
Everyday Duties
- Provide and maintain superior customer experience through effective ongoing communication, with clients, vendors, and our technical support staff
- Respond to incoming phone calls and email help-desk requests using our ticketing system
- Triage incoming help desk requests by defining proper ticket details including contact and location information, type of request, issue severity, impact, and urgency, etc.
- Identify and learn appropriate software and hardware being used and supported by our clients
- Liaise with our remote help desk support team to dispatch on-site field engineers to client sites for issue resolution, and other IT field assignments.
- Communicate with vendors on open tickets on behalf of our clients and engineers
- Maintain CRM and ticketing system
- Research questions, issues, and concerns as directed by management
- Provide thorough follow-up on tickets to ensure satisfactory completion
Qualifications
- Superior communication skills
- Good interpersonal skills, with a focus on rapport-building, listening, and questioning skills
- Highly self-motivated and directed
- Ability to effectively prioritize and execute tasks
- Good understanding of the organization's goals and objectives
- Experience working in a team-oriented, collaborative environment
- Ability to absorb and retain information quickly
- Ability to present ideas in user-friendly language
- Proven analytical and problem-solving abilities
- Customer service orientation (Previous customer service experience a plus)
Education Requirements:
- Bachelor's degree preferred --- Students welcome
- A +, Network +, or ITIL certifications a plus
Job Type: Full-time
Salary + Benefits:
- $30,000.00 - $32,000.00 /year
Some of Our Benefits include
- Paid Time Off (PTO)
- Matching 401K
- Subsidized individual & family health, dental, and vision insurance plans
- Ongoing company-funded professional development & education allowances
- Much more!
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