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IT Support

• First point of contact for customers; hence, develop relationships and build rapport quickly with customers
• Provide timely, consistent, and best-in-class customer support via telephone, email, chat, and any future channel
• Lead by example and adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers’ incidents and requests
• Investigate, replicate, validate, and troubleshoot incidents raised by customers
• Create, update, escalate, and document tickets with the prescribed ticket logging policies and procedures
• Conduct initial troubleshooting, validation, and root cause investigation
• Triage inbound issues, prioritize ticket queues, and escalate appropriately
• Communicate proactively with customers using clear and professional language
• Use internal tools and knowledge bases to ensure up-to-date and accurate solutions
• Collaborate with other team members to improve processes and documentation
• Mentor and guide junior support staff through escalated issues
• Identify trends and suggest improvements to enhance customer experience

Technical Customer Support Specialist – Level I

Sales

• Generate Profitable Revenue from New and/or existing Accounts
• Achieve sales quotas
• Ensure face time with customers for selling and conducting sales presentations
• Work with cross-functional teams for new business opportunities
• Establish productive and professional relationships with key personnel and decision makers within assigned regions and customers
• Make regular daily contact with prospects, leads and opportunities, while logging all activity into Salesforce
• Actively participate in business development - from prospective customers research to determine business potential, to the development of clear and effective written proposals / quotations for current and prospective customers
• Expedite the resolution of customer problems and complaints and escalate issues as needed
• Ensure inbound customer communication is channeled into our business appropriately and is then handled in a timely manner
• Coordinate with multiple departments and teams to ensure sales objectives and performance goals are met
• Build sound knowledge and ability to provide technical demonstrations and / or training to prospective customers and new clients as needed
• Assist in marketing activities such as trade shows and regional campaigns and sourcing testimonials
• Maintain a strong understanding of our clients and the industry to see how needs and trends are changing and provide feedback to department leadership
• Travel to source new customers, visit existing customers and perform market research
• Build relationships with industry vendors to learn, gain referrals, and establish your personal and company brand within the industry

Technical Customer Support Specialist – Level I

Sales Manager