Customer Success Representative - IT

At ICSI, we are committed to bringing excellence to the IT industry. To answer the everyday security threats, ICSI will continue to use cutting-edge, cost-effective technology to reinforce our clients business through our IT staffing and software partnerships.

ICSI is seeking a highly motivated and experience Customer Service Representative to add to our team. In this role, the primary goal is to ensure client satisfaction and retention while maintaining good relationships with our staff.

It is crucial to provide exceptional and first-class remote,
on site, and telephone based technical IT support at all times, building a
rapport with existing and potential clients and ensure this is reflected among
the support team.

Key Responsibilities:

• Incident Awareness: Quickly identify and escalate incidents reported by clients to the appropriate
  technical teams.
• Resource Allocation: Efficiently allocate resources such as time, personnel, and tools to address client needs.
• Client Relationship: Build and maintain strong relationships with clients through regular check-ins and
  proactive communication
• Service Delivery: Ensure that services are delivered according to the agreed-upon terms and quality
  standards
• Communication: Clearly and effectively communicate with clients and internal teams to relay information, updates, and feedback.
• Team Collaboration: Work closely with other team members within the pod to share knowledge and
  coordinate efforts
• Knowledge Base: Maintain and utilize a comprehensive knowledge base to provide accurate and efficient support.

Key Skills and Qualifications

• Excellent communication and interpersonal skills
• Strong organizational and time management skills