Customer Care Advocate at New York

Atlantic, Tomorrows Office is a leading Managed Services Provider in the NYC metro area. Due to year over year growth in the market were seeking a candidate to grow our team!

Atlantic Offers

• Competitive Pay
• Benefits Package
• 401K
• Room for Advancement
• Training

The Customer Care Advocate is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.

Essential Duties and Responsibilities:

• Act as the single point of contact to the customer for all types of service requests
• Coordination of all IT support groups to ensure maximum utilization of billable resources
• Pre-process service requests as they arrive through email, manual entry, or direct customer input
• Schedule internal and field technical resources on the ConnectWise dispatch portal
• Monitor resource schedules to ensure prompt time entry on service requests
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests
• Ability to work in a team and communicate effectively
• Improve usage and increase productivity of IT support resources
• Escalate service requests that cannot be scheduled within agreed service levels
• Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager
• Responsible for entering time and expenses in ConnectWise as it occurs
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as service tickets into ConnectWise
• Order parts from various vendors as needed
• Create invoicing as needed

Knowledge, Skills, and/or Abilities Required

• Basic computer and operating system knowledge
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Ability to multi-task, adapt to changes quickly and handle heavy call volumes
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organizations key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment
• ConnectWise Experience preferred, but not required

Country: USA, State: New York, City: New York, Company: Atlantic Tomorrow.