Description

Position Summary:

This position is with our remote helpdesk/NOC team. The role is responsible for assigning tickets, taking phone calls, and scheduling for clients for the helpdesk/NOC team. This position monitors and ensures technical resources are scheduled for maximum productivity. This role also entails following up on tickets and ensuring response in a timely matter. This role is a client facing position and requires this individual to have strong communication, organization, and time management skills.

Roles and Responsibilities/Essential Functions:

• Respond to requests received from customers, sales staff, technical resources, and other requestors to assist in scheduling technical resources to meet our customers' needs. Requests may come via in person communication, phone, email or on-line.
• Escalate tickets to other internal departments.
• Be active in the Managed Services phone queue for initial ticket creation.
• Review monthly reports for clients.
• Provide yearly client service reviews.
• Work closely with the sales and engineering department teams to ensure tickets are resolved in a timely matter according to our SLA.
• Creation of on demand reports as requested.
• Work as a member of the HBS Managed Services team being a leader and contributor that provides consultative and proactive support to HBS's account base.
• Work in and always model a positive team atmosphere between regional and virtual practices while maintaining a professional and respectful demeanor.
• Maintain customer and team documentation for ongoing changes.
• Maintain a base knowledge of current product offerings.
• Provision and optimize HBS's monitoring and ticketing solutions to best support our clients and HBS teams.
• Provide a quality customer experience as measured by our customer satisfaction survey tools.
• Provide direct support to customers through email, phone calls, and ticketing system.
• Attend and participate in bi-weekly managed services meetings as well as customer meetings.
• Other duties as assigned.

Competencies

• Accountability - Ability to accept responsibility and account for his\her actions 
• Adaptability - Ability to fit into a changing environment 
• Ambition - Extent that an individual demonstrates drive and initiative in seeking personal advancement or recognition
• Applied Learning- Applied learning looks at whether an individual takes part in needed learning activities in a way that makes the most of the learning experience
• Decision Making - Selecting an effective course of action while controlling resources and expenditures
• Detail Orientated - Ability of an individual to pay meticulous attention to all aspects of a situation or task, no matter how small or seemingly unimportant   
• Ethical - Ability to be guided by the company's accepted principles of moral conduct 
• Interpersonal- Interpersonal skills look at the ability of the individual to develop and maintain relationships with others.
• Organized - Ability of an individual to be structured and methodical in working skills   
• Persistence - Ability to continue in a course of action in the face of adversity 
• Technical Aptitude - Ability to relate to topics which require and understanding or specialized knowledge

Required Experience:

• 1+ years in Customer Service
• 1+ years in an IT related field

Preferred Experience:

• 2+ years in related field of Information technology, information systems, or business administration
• 2+ years of scheduling coordination
• 2+ years in a IT technical related field

Required Skills, Education and/ or Certifications:

• High School Diploma or equivalent

Preferred Skills, Education and/ or Certifications:

• Associate degree - two-year college or technical school (Information Technologies or Business Administration)
• A+ Certification, CompTia A+ or equivalent
• Interdepartmental collaboration skills
• Ticket system and RMM software experience
• Project management experience

Equal Opportunity Employer - Including Disabled and Veterans

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PI279101216