Technical Support Specialist - Salt Lake City, UT
Summit, NJ

Job Description

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Location State:

Utah

Location City:

Salt Lake City

CLT members will receive all incoming customer requests however they are received (email, phone, automated alert, etc.). Enter EVERY issue as a ticket in ConnectWise Manage and ensure that all customer details are complete and accurate, the ticket is properly categorized (with proper agreements attached), and add complete, consistent notes

* On a phone call, identify whether the issue can be resolved quickly and work with the customer towards resolution. If it's a lengthy issue, gather all information (as mentioned above), create a ticket in ConnectWise, add yourself as a resource, assign yourself as ticket owner and involve Team Lead's by changing ticket status to 'Tier 2 Requested'
* The goal is to handle as many service requests as possible within our team. Ideally on the first call, or with the first point of contact. Focus should be on reducing the number of escalated tickets
* Ensure that each ticket is addressed in a timely manner, followed through to completion, and all efforts have been taken to ensure customer satisfaction
* Continuously improve the customer experience by soliciting feedback. Thanking them for positive reviews and following up on negative ones to enact a plan or process to ensure a better customer experience in the future
* Enter time correctly. Every customer. Every call. Every time
* Establish and maintain strong, positive, energetic relationships among the team
* Training/Mentoring new hires to ensure knowledge transfer is accurate and thorough. Knowledge transfer is a big part of this role, so training accuracy should be relevant, accurate and efficient
* Establish and maintain strong, positive interdepartmental relationships
* Be aware of CSAT scores, billable time, utilized time and kill rate across all ticket's you're involved with. Work with your direct supervisor to make improvements where necessary and call attention to all personal improvement
* Complete the "Level-Up" program
* Provide positive feedback to colleagues across all teams
* Participate in team meetings
* Have a solid understanding of team structure, escalation paths, job responsibilities, expectations and knowledgebase/available resources

Specific Skills and Expertise

* Expert in ConnectWise Manage
* Expert-Level Verbal and Written Communication Skills
* Skilled in Conflict Resolution
* Decisive Decision-Making Ability
* Punctual
* Reliable

Results and Deliverables

Daily

* Identify at least one excellent customer experience "WIN" for each day and submit to Team Leaders
* Accurately record your time for the day
* Ask customers to submit positive feedback via ticket surveys
* Log out of queue for breaks/lunch/shift end

Weekly

* Maintain a customer satisfaction rating of 97% or better
* Maintain 80% utilized time
* Establish, maintain and encourage a positive attitude

Deliverables

Prior to 11:59 pm each Friday:

* Submit completed, accurate time sheet
* Submit mileage or expenses (if any)

Pay Rate Type:

Hourly

If you're looking for a career with a growing company where you are part of a team dedicated to making a difference, you'll enjoy your career with us!