ATSG

Customer Support

• Provide customer end user technical support via phone, email, chat, and self-service portals
• Diagnose and resolve customer issues with desktops, laptops, printers, peripherals, and common software applications
• Assist end users with password resets, account unlocks, and access requests
• Provide remote assistance when applicable
• Troubleshoot network connectivity issues (e.g., internet access, VPN connections)
• Document and track incidents and requests utilizing the ServiceNow ITSM ticketing system
• Escalate complex issues to higher-level support teams when necessary
• Adhere to service level agreements (SLAs) and meet performance targets
• Utilize the internal knowledge base to resolve common issues and improve efficiency
• Drive customer satisfaction through proactive communication and first call resolution
• Provide exceptional customer service by demonstrating empathy, patience, and a positive attitude
• Communicate technical information clearly and concisely, ensuring clients understand the resolution or next steps

Enterprise Service Desk Support Specialist

Account Manager

• Build and execute a West Coast territory plan focused on recruiting, enabling, and activating partners that can produce consistent lead flow
• Identify and onboard new partner relationships (agents, sub-agents, TSD partners) aligned to XTIUM’s ideal customer profile (ICP) and solution priorities
• Own partner relationship cadence including QBRs, enablement sessions, joint account mapping, and pipeline reviews
• Create partner-specific “plays” that drive repeatable outcomes (e.g., DaaS, managed helpdesk, managed security, managed network)
• Drive partner-sourced leads and ensure each lead meets a defined quality bar (right customer profile, clear business pain, validated stakeholders, next step)
• Run early-stage discovery with partners and prospects to confirm solution fit before handoff when appropriate
• Coordinate a disciplined handoff to Field Sales, ensuring complete notes, clear next steps, and partner expectations aligned
• Maintain engagement with the partner throughout the sales cycle to “grease the skids,” remove blockers, and keep momentum toward close
• Maintain accurate partner records, partner plans, activity logging, and lead/opportunity visibility in Salesforce (or designated CRM tools)
• Report weekly activity and KPI performance including partner touches, enablement sessions, leads generated, and conversion rates
• Provide structured updates on partner health, pipeline, risk, and next actions

Regional Partner Manager

Sales

• Establish and track in‑period sales quotas and targets
• Define and execute Go‑to‑Market strategies
• Develop and implement sales‑led demand creation and lead‑generation initiatives
• Act as a hands‑on leader and executive sponsor for key pursuits
• Leverage buyer‑behavior insights and decision‑making principles
• Serve as an executive advisor on priority pursuits
• Oversee all aspects of sales operations
• Ensure fast follow‑up and active participation with marketing‑generated leads
• Implement repeatable sales and lead‑generation processes
• Ensure Salesforce hygiene and clear next steps are documented
• Recruit, coach, and mentor a world‑class sales team
• Collaborate with Marketing, Sales Operations, and Business Unit leaders
• Demonstrate executive presence and business acumen

SVP, Sales

Network Operations

• Ensure proper incident management from the initial customer call.
• Monitor customer’s networks and ensure alarms are processed according to priority, customers of procedures, and SLA
• Conduct basic health status checks of customer networks to determine how the networks are performing, such as bandwidth, utilization, uptime; proactive recommendations for continuous improvements to customer networks environment
• Follow company service level agreement (SLA) guidelines in responding to customer calls
• Document customer network issues, communications, status, and next step action plan in the ServiceNow ticketing system.
• Follow standard NOC processes and procedures including escalation processes, notification processes, ticket documentation, and customer issue resolution processes
• Update service requests to ensure that service level agreements are met
• Follow-up with customer regarding outstanding issues, and ensure relating incidents are up to date.
• Gather necessary information to understand current network issues, work to diagnose, drive issues to resolution and identify root cause of problems; escalate to Network Engineers if unable to resolve.

Enterprise Service Desk Support Specialist

Regional Partner Manager

SVP, Sales

NOC Technician