JOB SUMMARY

The Customer Success Representative (CSR) is responsible for developing and maintaining a successful relationship for their assigned Clients. The CSR is the face of Brite for our managed IT Clients and is required to be forward thinking, confident, well organized and can handle difficult conversations. The daily duties of CSR’s are to ensure the technologies that Brite puts in place for our clients are performing as expected, configurations of those technologies are at or exceeding our best practices and that planning/budgeting data is being gathered to help keep the client’s infrastructure up-to-date and secure. CSRs should have a technical understanding of common Information Technology hardware and software for example Windows Servers, Firewalls, Microsoft 365, and Azure.

EDUCATION & EXPERIENCE

• Strong background in Information Technology with high level of detail, organization, and communication skills.
• Bachelor’s degree preferred.
• Knowledge in PSA, RMM, and other MSP Tools.
• IT certifications preferred (A+, Server+, Security+, Microsoft)
• Minimum of 2 years of experience as a Systems Administrator, IT Manager or in service delivery or an equivalent combination of education and experience sufficient to successfully perform the essential duties.

KNOWLEDGE, SKILLS & ABILITIES

• Must have an understanding with Microsoft 365, Azure, Windows Servers, installing and maintaining computer hardware, operating systems, networks, and software applications in a business setting.
• Ability to adapt changes in Customer behavior due to outstanding issues.
• Ability to teach others.
• Strong and formal written and verbal communication skills.
• Ability to handle stressful situations in a congenial manner.
• Excellent organization and administrative skills.
• Ability to plan and prioritize to achieve a defined objective.
• Ability to review processes and recommend changes through a change management process.
• Attention to detail.
• Ability to travel as needed.
• Ability to audit and find technical discrepancies.
• Ability to work independently or as a team.

ESSENTIAL FUNCTIONS

• Responsible for preparing and analyzing reports that highlight the services the customer has purchased from Brite.
• Schedule monthly reviews with clients to review reports and helpdesk statistics.
• Identifying gaps or improvements needed for networks, server hardware & operating systems, Microsoft 365, Azure, and cybersecurity. This includes the lifecycle management of the solution, configuration and budgeting of the project.
• Create internal service tickets or opportunities that document the enhancements that should be made in the customer’s environment.
• Quote and purchase the common technologies within customers environments, such as laptops, desktops, network equipment, software licensing, etc.
• Meet with Strategic Technical Consultants, Customer Success Manager, Service Delivery Managers & Project Managers to communicate findings for outstanding client issues.
• Update and maintain accurate details/procedures in documentation repository starting with new customer onboarding through continual customer hygiene.
• Prepare for and attend weekly service meetings, daily huddle meetings and regularly scheduled Standards & Alignment meetings.
• Consistent with follow through on findings to ensure issues are being completed or recommended.
• Attend company sponsored service and product training events.
• Participate in vendor certification programs.

OTHER DUTIES

• Accomplishes all other duties and tasks as appropriately assigned or requested.