Senior Tech Support - Sales and Service Center Coordinator
- 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.
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