Here at Entre Technology Services we provide exceptional onsite and remote IT support to small and medium size businesses across Montana, Wyoming and beyond. We work with a variety of businesses and organizations from Legal, Accounting, Medical, Dental, Manufacturing, Trucking, and nonprofits. We want employees that hold our core values of: Invest in Others, Embrace the Hustle, and the desire to Be Better. Our core focus is to Create Raving Fans every day.
Essential Duties and Responsibilities
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Answer incoming phone calls for Service Desk
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Triage service tickets to point of assignment.
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Maintain client contact information
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Complete information gathering to ensure service ticket details are available when needed by a technical resource
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Monitor Service Team board for new and critical/high tickets, assign tickets to a resource for resolution
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Serve as first point of contact on outstanding client tickets/service issues and provide appropriate ticket “status” to client and Entre team
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Assist with continued improvement of customer service, perception and client satisfaction
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Understand, improve, and implement processes in client ticketing system by completing training materials provided by vendor
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Serve as dispatch process expert
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Schedule service tickets to technical resources using appropriate priority, service level and resource
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Maintain effective communication via available communication channels with Entre Team and clients
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Escalate service tickets as needed
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Perform client follow-up to verify final resolution and determine satisfaction level
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Understand overall service desk objectives
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Understand role and function of team members
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Assist admin team in providing reporting and metrics
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Be alert to Entre business opportunities when working with clients, refer to appropriate resource
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Be sensitive to and aware of Entre’s performance in servicing the needs of our clients
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Keep apprised of changes in the industry that affect our business clients and their technology needs
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Participate in new technologies research and evaluation suitable for our market and business clients/prospects
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Assist with some lifting as required, such as computers, displays, and small-form factor printers
Education and Certifications
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High School Diploma/GED Required
Professional Experience and Requirements
- Proven track record of excellent customer service skills (employee of the month awards, etc.)
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Passionate about customer care and professional growth
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Communication skills – verbal and written
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Organization Skills
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Ability to multi-task in fast paced environment
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Customer service personality and likeability
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Professional, neat appearance
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Ability to have empathy towards customers
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“Get the job done” mentality; flexible in performing a variety of tasks; has a sense of urgency about getting things done
Preferred/Highly Desired:
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Education in Computer Science
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IT Support Experience in MSP environment
Job Hours:
8 hours per day, 40 hours per week. Some daily flexibility required to accomplish mutually agreed goals and satisfy client special needs
Compensation
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DOE
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Full benefits available for permanent, full-time employees, partial benefits available for temporary, full-time employees