JOB SUMMARY

We are seeking a dedicated and detail-oriented Client Services Specialist to join our team. The number one goal of everyone on our team is to make our Clients exceptionally happy. The Level 1 Client Support Specialist plays an important role in making sure that happens.
The Level 1 Client Support Specialist handles the first level support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way.
When help is needed the Level 1 Client Support Specialist can get help from or escalate issues to other members in Service Delivery Team.
Responsibilities and Tasks

Customer Service:

• Providing a first point of contact for customers through our helpdesk, be that via phone, email, or ticket
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with basic remote troubleshooting

Use of our Ticketing System:

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Make sure that Client Documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

Use of our Monitoring and Management Tool:

• Review RMM dashboard and apply remediation actions as indicated by our Processes
• Review regularly scheduled/automated actions as indicated by our Processes

Project Work:

• From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Junior / L1 Technician may be required to help with project delivery

Communication, Reporting, and Risk:

• Escalate tickets that require Senior Helpdesk Technician and Engineer support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

TeamWork:

• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by NEOS management
• Complete all assigned training
• Complete training to improve skills and competencies

Skills and Attributes

• A love of (and ability to) Solve Problems & Challenges
• Excellent communication skills, both verbal and written, founded in being a good listener
• An understanding of support tools, techniques and how technology is used to provide services
• Strong understanding of operating systems, business applications, printing systems and network systems
• Must be able to type quickly and accurately while talking on the phone
• Knowledge of IT Applications, Software & Hardware
• IT literate – Advanced user level
• The ability to keep up with & adapt to the fast-paced IT world
• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience and knowledge of working with the Microsoft 365 Platform
• Professional IT Certifications such as Microsoft or CompTia
• Client Experience Certifications such as Helpdesk Habits, etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business

Job Type: Full-time
Pay: $9.00 - $18.00 per hour
Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Volunteer time off

Work Location: In perso

Please refer the Job description for details