What are the responsibilities and job description for the Technical Support Representative position at ICC | Integrated Computer Consulting?
Technical Support – Managed Service Provider (MSP)
Location: Fort Collins, CO (In-office)
Schedule: Full-Time | Monday–Friday
Pay: Competitive & flexible based on experience
We are open to a wide range of experience levels and will adjust compensation accordingly.
We are a professional IT services firm seeking a qualified Technical Support Representative candidate who is interested in working for the leading IT service provider in Fort Collins. We Make IT Right and take care of the details.
Qualifications and Skills
Previous technical customer service experience
Proven record of exceeding expectations and building relationships with customers
Excellent verbal communication skills
Ability to listen and grasp the big picture
Technical background and interested in technology
Responsibilities
Evaluate a customer issue and communicate clearly
Provision technical Cloud solutions using online portals
Identify the problem clearly and determine the steps to resolve the issue
Work with technical team to identify and resolve problems efficiently
Listen and communicate clearly with a genuine positive attitude
Document customer experience in PSA tool, communicate with internal staff
Funnel problems and suggested resolutions to team members
Work with management to set goals and track
Use a start/stop approach to achieve measurable results
Follow and work to improve ICC’s technical/customer service processes
Gather relevant information to resolve problem (listen more than talk)
Understand the problem(s) that need to be solved and that our solutions are solving them
Understand the value proposition and communicate it clearly
Exceed expectations
Document phone and e-mail conversations in the customer’s record
Attend Service Department Traction meetings
Attend ICC staff meetings and provide sales updates (opportunities and new clients)
Other Skills
Excellent at problem solving and famiilar with 6-step troubleshooting methodology
Extreme attention to detail, self-motivated and quick learner
Additional Comments
Support from management/owners is expected in our culture
We provide a large variety of IT services
We do it right from the beginning and focus on the value proposition for our customers
We search for customers who understand the value of our services
We have excellent references to build on
Customer service is a priority for our organization and we take care of the small details
Thank you!
Kirk Bane
ICC
kirkbane@iccusa.net
970-419-0602
970-215-3347
www.iccusa.net