Client Success Specialist

Department: Service  |  Reports to: IT Supervisor | FLSA Status: Exempt
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General Summary:

The Client Success Specialist will be responsible for effectively managing, maintaining and communicating several aspects of the Fargo office.  Including greeting clients via phone, chat or in person; handling all deliveries of mail, products, being available to assist with scheduling all Fargo staff as requested.  The Client Success Specialist assists with organization, communication, and internal support for active projects and assigned tasks.  

Essential Job Functions:

  • Communicates with customers to determine their needs through email, chat, phone and in person.
  • Creates service tickets by recording significant information that will be assigned or escalated to other staff members
    Provide basic level 1 technical support
  • Coordination of all IT support groups to ensure maximum utilization of billable resources.
  • Manage open service tickets to ensure that our clients are receiving timely responses to their service requests.
  • Perform quality assurance on closed tickets to ensure that appropriate work flow was followed in preparing the time entries related to working on the service tickets.
  • Work closely with the purchasing and finance to assist with inventory controls, keeping track of product in the Fargo office, through shipping/receiving and staging areas.
  • Assist Finance with billing, and maintenance of company and contact records in Connectwise.
  • Assist with communicating, completing and managing tickets.
  • Backup other staff as needed.
  • Regular, reliable, consistent and punctual attendance is required.
  • Responsible for all other duties as assigned

Knowledge, Skills, and Abilities:

  • Knowledge of company policies, procedures, products and services.
  • Knowledge of Microsoft Office Suites
  • Knowledge of key IT services for which support is being provided
  • Interpersonal skills: such as telephony skills, active listening and customer-care
  • Highly organized and detail driven
  • CRM Application skills
  • Ability to work in a team environment and communicate effectively
  • Ability to create and adapt in a fast-paced environment.
  • Ability to organize and prioritize multiple work assignments.
  • Ability to make sound decisions using information at hand.
  • Ability to document internal processes and procedures related to duties and responsibilities.

Education, Experience and Qualifications:   2+ year’s’ experience in an office environment with a preference for IT, communications or other office related experiences.

Physical Requirements:

Seeing: Must be able to identify by sight maintenance needs on buildings and grounds. Must be able to drive vehicle and operate other machinery such as mowers/trimmers.  75 – 100%

Communication: Must be able to communicate with co-workers. 75-100%

Movement: Must be able to move around facilities to perform maintenance and other assigned duties. 25-49%

Climbing/Stooping/Kneeling:  Must be able to ascend and descend ladders and work on different levels of the buildings. Must be able to position self to perform maintenance and other assigned duties. 0-24%

Lifting/Pulling/Pushing: Must be able to lift at least 50 pounds regularly from floor to waist, occasionally overhead, and move heavy equipment. 25-49%

Fingering/Grasping/Feeling: Must be able to write, type, and use phone system. 75-100%

Working Conditions:
This factor measures the surroundings or physical conditions under which a job must be done and the extent to which those conditions make the job disagreeable. Consider the presence and relative amount of exposure to dust, dirt, heat, fumes, contaminants, cold, noise, vibration, wetness, etc.

Good working conditions with the absence of disagreeable conditions.
Note: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of
the employer.

This position is an exempt position, not subject to the overtime provisions of the Fair Labor Standards Act. ReadiTech IT Solutions is an Equal Opportunity Employer and offers a competitive compensation and benefits package.

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