We are looking for a productive, efficient, charismatic, and knowledgeable technical support professional to join our growing service team. Ideal candidates will have polished customer-service skills combined with solid technical expertise, able to resolve a wide variety of computer hardware and software incidents quickly and efficiently. This position offers growth opportunities depending on your career goals and passions; be it service and support, cybersecurity, system administration, or solution engineering.
Sovran does more than just IT – we value our team members and culture as much as we value our customers. This is what sets us apart from other MSPs and our customers love us for it! We want someone who will not just punch a clock but will be engaged with the team and bring their unique self to work each day. You will have the opportunity to work alongside like-minded folks who collaborate and learn together while having fun during and after work hours – from team events that include your family to informal get-togethers like potlucks, golf outings, and trips to the movies.
Sovran offers competitive compensation and benefits packages, too – including healthcare, retirement plan contributions, and training and certifications in areas that you choose. If you are someone who can jump-in and resolve service requests while learning new skills, growing professionally, and having fun with a growing company who truly cares about you as an individual, then we look forward to meeting you!
Responsibilities
- Provide responsive and thorough resolutions for incidents and service requests of all types.
- Utilize excellent customer service skills that exceed customers’ expectations, whether in-person, on a phone call, or through a live chat.
- Walk customers through problem solving processes, provide prompt follow up on every ticket, and see problems through to resolution.
- Ensure proper recording of details in tickets through all aspects of the service process, including time-tracking and activity reports.
- Update and maintain documentation in our ticketing system and knowledge base.
- Track, route and redirect problems to correct resources, escalating properly, and collaborating with the team
- Learn and follow service team procedures – such as the escalation process or new device build procedure – recommending procedure modifications or process improvements.
- Join the after-hours on-call rotation after 90 days on the team (includes additional pay).
- Be an engaged member of the team – we want humans not robots!
Preferred Skills and Education
- Proven work experience that includes providing help desk support
- Possess technical knowledge commensurate with Tier 2 and Tier 3 help desk.
- Be an expert-level communicator in English through all forms of communication
- Demonstrated ability providing top-tier customer service.
- Advanced ability to multi-task and prioritize competing tasks.
- Working knowledge of the tools, software, and systems used by MSPs.
- Have a college-level degree in Information Technology or Computer Science, CompTIA certifications, or equivalent work experience.
Job Type: Full-time
Pay: $54,000.00 - $57,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Retirement plan
- Vision insurance
Application Question(s):
- What is your salary requirement?
- Please confirm that you understand this is NOT a remote position. All employees report to the office everyday.
Work Location: In person
