Location: Wixom, MI
Company: Sector 7
a positive environment for customers, and to ensure compliance with applicable accounting laws and procedures. Core Values Our ideal candidate possesses the following values: o Employees = #1: Employees are our number 1 priorityo E=mc^2: What you do effects otherso Be efficient: Inefficiency bankrupts morale & momentumo Grow upwards; Not downwards: Let's develop into our higher selveso Up, Down, Up, Down, A, B, A, B: Unlock the matrix; advance and overcome Role Dedicated Customer Support: o Responsible for the front line of the technical SLA for our managed service customers at a Tier 1 & Tier 2 support levelo Work with other techs internally to support and escalate issues for customerso Responsible
for following up on all open and/or overdue tickets assuring a resolution in a timely manner.
Provides technical assistance and problem resolution for customers Internal Support: o Responsible for following up on all open and/or overdue tickets assuring a resolution in a timely manner.
Provides technical assistance and problem resolution for internal personnel, requesting technical assistance o Must have great communication skills to ensure high levels of positive o Demonstrates a commitment to increasing customer satisfaction by delivering friendly, courteous service to clients o Maintains information within a knowledge-based computer system, including data entry of commonly
reported problems, questions, and known resolutions and troubleshooting stepso Provide support as a scheduled, on-call technician during off hourso Responsible for daily reporting of tasks and to-do's within the company's project management platformo Display pride and professionalism in maintaining self appearance, company equipment and propertyo Promptly deliver excellent customer service demonstrating a commitment to increasing customer satisfaction
to decision makers, create a positive environment for customers, and to ensure compliance with applicable accounting laws and procedures. Core Values Our ideal candidate possesses the following values: o Employees = #1: Employees are our number 1 priorityo E=mc^2: What you do effects otherso Be efficient: Inefficiency bankrupts morale & momentumo Grow upwards; Not downwards: Let's develop into our higher selveso Up, Down, Up, Down, A, B, A, B: Unlock the matrix; advance and overcome Responsibilities Field Team Functions: o Responsible for daily reporting of tasks and to-dos within the company's project management platform.
Display pride and professionalism in maintaining self-appearance,
company equipment, and property. Promptly deliver excellent customer service demonstrating a commitment to increasing customer satisfaction. Onsite Functions: (Limited to hybrid positions as a remote technician with possible on-sites) o While onsite, must present professionally in self-appearance and take quality care of company and customer equipment and property.
Must arrive onsite at least 15 minutes prior to scheduled customer appointments, and confirm arrival in the company chat. Responsible for clear and consistent communication in chat providing hourly updates while onsite. May assist with DC server and deployments for MSP and Hosting divisions. Communication with customers and
proper support channels (i. e. Customer/Project Manager).
Utilizes ticket system and documentation tools. Assist with the development and maintenance of local networks. Experience and Preferences o Set up and support workstations with computers and necessary peripheral devices (routers, printers etc. )o Utilization of network topography & OSI Modelo Understanding of SMTP & Email Systemso Virtualization Technologies (Particularly VMWARE / Hyper-V)o Use of Microsoft Windows Server (2008/12/16)o Use of Microsoft Office (2013/2016)o Develop and maintain local networks in ways that optimize performanceo Ensure the security and privacy of networks and computer systemso Perform troubleshooting on computer hardware to ensure the functionalityo Install and configure appropriate software and functions according to specificationso Assist with the development and maintenance of local networkso Utilizes ticket system and documentation toolso Communication with customers and proper support channels (i.
e. Customer/Project Coordinator)o Consistent, regular, and reliable attendance including being ready for work at the designated start timeo Ensure that all issues are properly documented and assigned in a technical support ticketing systemo Perform analysis, diagnosis, and resolution of IT problems that ariseo MSP experienceo Prior customer service experienceo Must have a valid driver’s license and reliable transportation to and from the Sector 7 officeo Must be able to lift a minimum of 50lbso Degree in Computer Science or Certifications will be an advantage (e.
g. Comp TIA A+, Microsoft Certified IT Professional)
Provide timely and accurate information to decision makers, create a positive environment for customers, and to ensure compliance with applicable accounting laws and procedures. Core Values Our ideal candidate possesses the following values: o Employees = #1: Employees are our number 1 priorityo E=mc^2: What you do effects otherso Be efficient: Inefficiency bankrupts morale & momentumo Grow upwards; Not downwards: Let's develop into our higher selveso Up, Down, Up, Down, A, B, A, B: Unlock the matrix; advance and overcome Responsibilities Field Team Functions: o Responsible for daily reporting of tasks and to-do's within the company's project management platform.
Display pride and professionalism
in maintaining self appearance, company equipment and property. Promptly deliver excellent customer service demonstrating a commitment to increasing customer satisfaction.
Onsite Functions: o While onsite, must present professional in self appearance and take quality care with company and customer equipment and property. Must arrive onsite at least 15 minutes prior to scheduled customer appointments, and confirm arrival in the company chat. Responsible for clear and consistent communication in chat providing hourly updates while onsite. May assist with DC server and deployments for MSP and Hosting divisions. Communication with customers and proper support channels (i. e. Customer/Project
Manager). Utilizes ticket system and documentation tools.
Assist with development and maintenance of local networks. Experience and Preferences o Set up and support workstations with computers and necessary peripheral devices (routers, printers etc. )o Utilization of network topography & OSI Modelo Understanding of SMTP & Email Systemso Virtualization Technologies (Particularly VMWARE / Hyper-V)o Use of Microsoft Windows Server (2008/12/16)o Use of Microsoft Office (2013/2016)o Develop and maintain local networks in ways that optimize performanceo Ensure security and privacy of networks and computer systemso Perform troubleshooting on computer hardware to ensure functionalityo Install and configure appropriate software and functions according to specificationso Assist with development and maintenance of local networkso Utilizes ticket system and documentation toolso Communication with customers and proper support channels (i.
e. Customer/Project Coordinator)o Consistent, regular, and reliable attendance including being ready for work at the designated start timeo Ensure that all issues are properly documented and assigned in a technical support ticketing systemo Perform analysis, diagnosis, and resolution of IT problems that ariseo MSP experienceo Prior customer service experienceo Must have valid driver’s license and reliable transportation to and from the Sector 7 officeo Must be able to lift a minimum of 50lbso Degree in Computer Science or Certifications will be an advantage (e.
g. Comp TIA A+, Microsoft Certified IT Professional)
Provide timely and accurate information to decision makers, create a positive environment for customers, and to ensure compliance with applicable accounting laws and procedures. Core Values Our ideal candidate possesses the following values: o Employees = #1: Employees are our number 1 priorityo E=mc^2: What you do effects otherso Be efficient: Inefficiency bankrupts morale & momentumo Grow upwards; Not downwards: Let's develop into our higher selveso Up, Down, Up, Down, A, B, A, B: Unlock the matrix; advance and overcome Responsibilities Managed Service Provider Functions: o Responsible for the front line of the technical SLA for our managed service customers at a Tier 1 support level.
Responsible for following up on all open and/or overdue tickets assuring a resolution in a timely manner. Provide technical assistance and problem resolution for customers, as well as internal personnel, requesting technical assistance through escalations.
Must have great communication skills to ensure high levels of positive customer feedback. Demonstrates a commitment to increasing customer satisfaction by delivering friendly, courteous service to clients. Maintains information within a knowledge-based computer system, including data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps. Provide support as a scheduled, on-call technician during
off hours. Field Team Functions: o Responsible for daily reporting of tasks and to-do's within the company's project management platform.
Display pride and professionalism in maintaining self appearance, company equipment and property. Promptly deliver excellent customer service demonstrating a commitment to increasing customer satisfaction. Onsite Functions: o While onsite, must present professional in self appearance and take quality care with company and customer equipment and property. Must arrive onsite at least 15 minutes prior to scheduled customer appointments, and confirm arrival in the company chat. Responsible for clear and consistent communication in chat providing hourly updates while onsite.
May assist with DC server and deployments for MSP and Hosting divisions. Communication with customers and proper support channels (i. e. Customer/Project Manager). Utilizes ticket system and documentation tools. Assist with development and maintenance of local networks. Experience and Preferences o Set up and support workstations with computers and necessary peripheral devices (routers, printers etc. )o Utilization of network topography & OSI Modelo Understanding of SMTP & Email Systemso Virtualization Technologies (Particularly VMWARE / Hyper-V)o Use of Microsoft Windows Server (2008/12/16)o Use of Microsoft Office (2013/2016)o Develop and maintain local networks in ways that optimize performanceo Ensure security and privacy of networks and computer systemso Perform troubleshooting on computer hardware to ensure functionalityo Install and configure appropriate software and functions according to specificationso Assist with development and maintenance of local networkso Utilizes ticket system and documentation toolso Communication with customers and proper support channels (i.
e. Customer/Project Coordinator)o Consistent, regular, and reliable attendance including being ready for work at the designated start timeo Ensure that all issues are properly documented and assigned in a technical support ticketing systemo Perform analysis, diagnosis, and resolution of IT problems that ariseo MSP experienceo Prior customer service experienceo Must have valid driver’s license and reliable transportation to and from the Sector 7 officeo Must be able to lift a minimum of 50lbso Degree in Computer Science or Certifications will be an advantage (e.
g. Comp TIA A+, Microsoft Certified IT Professional)
with clients and team members requiring a strong customer service background coupled with organizational skills. RESPONSIBILITIES: Greet and assist clients. Prepare and hand off returns to clients during tax season. Scan documents as needed. Answer BTA mainline phones.
Assist with BTA Email to Case. Process mail and checks. Maintain the office and fulfill operational needs as necessary. QUALIFICATIONS: High School diploma or GED required. Minimum 1 year of administrative experience Exceptional communication skills, both written and verbal. Demonstrable MS Office experience. Working knowledge of Salesforce is preferred. Customer Service background is helpful. Demonstrable skills working with all of MS Office Suite. Strong organizational skills with the ability to work successfully against a deadline.
