Xantrion

Support Engineer

• Provide front line phone coverage, and participate in various call center groups
• Provide on-site assistance to clients within your local geography
• Provide excellent customer service to Xantrion’s client base.
• Provide technical support as assigned for issues related to computer systems, software, and hardware.
• Log and track support requests in ConnectWise.
• Prioritize and/or escalate tickets as required to ensure customer satisfaction.
• Follow up with customers to ensure an issue has been resolved.

IT Support Engineer

• Provide front line phone coverage, and participate in various call center groups.
• Provide on-site assistance to clients within your local geography, if applicable.
• Provide excellent customer service to Xantrion’s client base.
• Provide technical support as assigned for issues related to computer systems, software, and hardware.
• Log and track support requests in ConnectWise.
• Prioritize and/or escalate tickets as required to ensure customer satisfaction.
• Brief customers, as well as management, on the status of current resolution efforts.
• Work with third party support providers when necessary.
• Follow up with customers to ensure an issue has been resolved.

• Provide the best possible support and customer service to our clients.
• Handle requests submitted by customers, typically by phone.
• Ensure timely resolution of requests based on priority.
• Provide front line phone coverage and participate in various call center groups.
• Provide technical support for issues related to computer systems, software, and hardware.
• Log and track support requests in ConnectWise.
• Brief customers on the status of current resolution efforts.
• Follow up with customers to ensure issues have been resolved.

• Provide the best possible support and customer service to our clients.
• Handle requests submitted by customers, prioritizing and escalating tickets as required.
• Log and track support requests in ConnectWise, providing follow-up to ensure issues are resolved.
• Submit semi-monthly timesheet and expense reports.
• Participate in various call center groups and provide on-site assistance as needed.
• Perform audits of customer information and systems as necessary.

Dispatcher

• Answer high volume incoming calls and chat requests from our call center.
• Identify incoming service requests within ConnectWise Triage board and remove unwanted SPAM.
• Perform ticket triage by clarifying and updating fields within tickets to ensure technicians can quickly and accurately gauge the scope of the service requests.
• Schedule tickets to the most appropriate resources based on urgency, availability, and technician skill level.
• Adhere to internal security policies by seeking approval for access changes in service requests from client’s IT liaison in writing, where appropriate.
• Set client expectations regarding the availability of resources for tickets that come into the service board and tickets that require dispatching.
• Maintain an awareness of trends in client’s service requests and alert service managers or primary consultants to recurring issues, particularly when problems reported may be indicative of a larger issue.
• Assist with low level tickets such as password reset requests and group membership changes.
• Make outbound phone calls on positively rated tickets and request they convert to positive reviews on Google.
• Forecast workload for support staff, including weekend and after-hour work, to assist with scheduling and escalating work.
• Prepare resource schedules for helpdesk coverage, escalation engineers, on-call resources, departmental shadowing, and team meetings.
• Update client information (i.e. client engineer assignments, primary liaisons, etc.), as needed.
• Periodically review open requests and verify their status, proper client agreements are selected, and a resource is assigned.

IT Support Engineer

IT Support Engineer

IT Support Engineer

IT Support Engineer

IT Dispatcher