Customer Service Representative
Primary Objective of this Position:
Receives incoming calls to the company and directs calls to the appropriate resource in an efficient and personable manner. Screens incoming calls from customers requesting service and refers them to the appropriate resource. Acts as liaison between customer on the phone and the service technicians to ensure prompt action is taken to resolve the customer problem or issue.
Essential Functions:
% of Time
50% Responds to calls from customers requesting service. Processes calls within 15 minutes for critical service and 1 hour for other service. Documents necessary information indatabase, dispatches technicians to service calls ensuring calls are equitably distributedamong technicians, and pages technicians to inform them of new problems. Places service calls for customers to get repair service. Closes calls with technicians so customers can be invoiced. Communicates with customers to ensure quality service. Provides additional information to customer responses that may result in additional sales.
30% Responsible for processing billings for all service calls placed with the Organization. Communicates with customers and appropriate departments to ensure accuracy and timeliness of the statements and reports.
5% Track Ingram’s IMSN service calls by communicating with Ingram, creating calls, scheduling with customers and assigning technicians. Also responsible for monitoring response times and completing proper forms to ensure reimbursement.
5% Track warranty service calls by communicating with various manufactures, creating calls, scheduling with customers and assigning technicians. Also responsible for monitoring response times and completing proper forms to ensure reimbursement.
5% Maintain and update our practice management system (Connect-wise).
5% Review time entries and processes to ensure accuracy of completed, closed, assigned, dispatched calls in Service Management Package.
QUALIFICATION REQUIREMENTS: Requirements are representative of the knowledge, skill, and /or ability needed to adequately perform the job.
Education and/or Experience:
• High School Diploma or equivalent required
• One year experience working in the computer industry or in customer service desirable
Knowledge:
• General working knowledge of computers is desirable
• Some knowledge of Microsoft, Cisco, HP, and LAN desirable
• Knowledge of Excel, Word and Windows desirable
Skills:
• PC skills
• Excellent customer service skills
• Problem solving skills
Abilities:
• Able to handle multiple tasks and priorities
• Attention to detail
• Able to work independently
Help Desk Technician – Managed Services
Primary Objective of this Position:
Help Desk Technicians provide remote and onsite management of multiple client networks of various sizes and levels of complexity. Since our clients rely on Sovran as their sole technology resource, this position requires handling a full range of tasks, from WAN/LAN and server troubleshooting to user desktop issues. The Help Desk Technician must also provide superior service consistently.
- Be familiar with and capable of supporting and troubleshooting the common small business technologies, particularly Microsoft products
- Be competent in the fundamentals of networking technologies and theories and be able to troubleshoot common small business challenges related to such
- Deliver excellent customer service onsite and via the telephone including:
- Building rapport with the client
- Making them feel comfortable with working with you
- Inspiring confidence in the solutions you are delivering
- Being conscious of their time and level of frustration
- Following up when you say you will
- Input complete and accurate notes in the internal systems used at Sovran
- Effectively manage your time and the resources of Sovran to make sure that you are delivering the highest value to clients
QUALIFICATION REQUIREMENTS:
Requirements are representative of the knowledge, skill, and /or ability needed to adequately perform the job.
Education and/or Experience:
- College Degree or at least 3 years of experience in the IT services field
- You must have strong customer service experience with passion for teamwork, continuing education and problem solving
Knowledge:
- Thorough understanding of small business technology; particularly Microsoft products
- Microsoft Certified Professional status
- Cisco Certified Network Associate is a plus
Skills:
- Able to manage multiple processes and tasks
- Personal Computer skills such as word processing and spreadsheets
- Outstanding interpersonal skills, including oral and written communication
- Good listening skills
- Must be well spoken, outgoing, organized, detailed-orientated, dependable and flexible
Abilities:
- Able to define and evaluate cu
- stomer support needs and devise solutions
- Proven ability to deal professionally with customers, associates and upper management
- Must have reliable transportation for local travel to client sites
Note: Job Descriptions are not exhaustive lists of all skills, responsibilities, or efforts associated with a job. They reflect principal job elements essential for performing the job and evaluating performance.
Managed Services Systems Administrator
Primary Objective of this Position:
Responds by phone or in-person to customer requests for installing, maintaining, troubleshooting, or fixing hardware, software, network or other PC related problems including printers. Determines parts, tools or other resources to complete the service call in a timely manner resulting in excellent customer satisfaction.
JOB DUTIES:
- Be familiar with and capable of supporting and troubleshooting the common small business technologies, particularly Microsoft products
- Be competent in the fundamentals of networking technologies and theories and be able to troubleshoot common small business challenges related to such
- Deliver excellent customer service onsite and via the telephone including:
- Building rapport with the client
- Making them feel comfortable with working with you
- Inspiring confidence in the solutions you are delivering
- Being conscious of their time and level of frustration
- Following up when you say you will
- Input complete and accurate notes in the internal systems used at Sovran
- Effectively manage your time and the resources of Sovran to make sure that you are delivering the highest value to clients
JOB REQUIREMENTS:
- Thorough understanding of small business technology; particularly Microsoft products
- Microsoft Certified Professional status
- Cisco Certified Network Associate is a plus
- At least 3 years of experience in the IT services field
- Passion for teamwork, continuing education, problem solving and exceptional customer service
- Must be well spoken, outgoing, organized, detailed-orientated, dependable and flexible
- College Degree is a plus
- Reliable transportation for local travel to client sites
QUALIFICATION REQUIREMENTS:
Requirements are representative of the knowledge, skill, and /or ability needed to adequately perform the job.
Education and/or Experience Required
High school diploma or equivalent
Computer diploma or equivalent
Customer skills training
Must obtain one or more technical level certifications within six months of employment.
Knowledge
Knowledge of latest versions of Windows Server and desktop operating systems, Microsoft, Cisco internetworking and Security
Knowledge of PC and network hardware and software to support customer systems
Knowledge of the mechanics of printers and other PC peripherals
Skills and Abilities:
Ability to relate to customers in a professional and fair manner to establish excellent customer relationships
Ability to prioritize work and manage time well
Ability to effectively communicate complex information to team members and customers with varying degrees of expertise in an understandable manner
Ability to troubleshoot, identify, and resolve problems on computer hardware and software
Flexibility to operate in a fast changing industry
Physical Requirements:
- Ability to lift 60 lbs. or more, one to five times per day
Note: Job Descriptions are not exhaustive lists of all skills, responsibilities, or efforts associated with a job. They reflect principal job elements essential for performing the job and evaluating performance.
Jr. Help Desk Technician – Managed Services
Primary Objective of this Position:
Jr. Help Desk technician would be responsible for handling the first level calls into our contact center. Would be responsible for entering detailed notes for each ticket and assign to appropriate resource. In addition provide remote support for multiple clients networks with various size and levels of complexity. Since our clients rely on Sovran as their primary technology resource customer service is a critical part of this job.
Be familiar with and capable of supporting and troubleshooting Microsoft products
Be competent in the fundamentals of networking technologies and theories used in small to midsized businesses
Deliver excellent customer service via the telephone including:
- Building rapport with the client
- Inspiring confidence in the solution you are delivering
- Being conscious of their time and level of frustration
- Able to think quickly and adapt to each individual call
Input complete and accurate notes in the internal systems used at Sovran
Effectively manage your time and the resources of Sovran to make sure that you are delivering the highest value to clients
Qualifications Requirements:
Requirements are representative of the knowledge, skill, and/or ability needed to adequately perform the job.
Education and/or Experience:
Certifications:
Skills:
Must be outgoing, organized, and detail orientated
Able to manage multiple processes and tasks
Outstanding interpersonal skill, including oral and written communication
Good listening skills
Able to define and evaluate customer support needs and devise solutions
Abilities:
Proven ability to deal professionally with customers, associates, and upper management
Must have reliable transportation for local travel to clients sites
Strong problem solving and critical thinking skills
Physical Requirements to Perform the Job:
- Able to lift at least 60 pounds, one to five times daily
VMware Systems Engineer
Primary Objective of this Position
Provides computer-networking solutions including LAN/WAN Design, Implementation and Maintenance, Technology Planning, Migrations, and Remote Services to our external customers to ensure a functional network for our clients to effectively manage and grow their businesses through the use of technology. Researches, evaluates and recommends new network software for external customers ensuring new products are workable.
- Provides advanced networking support for external customer installations and service support. Recommends and implements changes for long term networking functionality both internally and externally.
- Installs new network based software applications for external and internal customers and troubleshoots application error messages and software incompatibilities. Responds to internal and external customer service calls to resolve network operating system errors.
- Researches, evaluates, recommends, sets up, and configures new products for internal and external customers. Documents product evaluations with specific information about the product's function, features, and serviceability. Researches external customer problems using technical support, databases and personal contacts.
- Completes various administrative reports to ensure accurate and timely record keeping and adequate inventory supplies. Communicates status of projects to other team members.
- Provides technical assistance to sales staff by identifying and researching solutions for customers. This can include on-site visits with Sales, site audits, product research, and writing Solution Implementation Plans, etc.
Qualification Requirements:
Requirements are representative of the knowledge, skill, and /or ability needed to adequately perform the job. Education and/or Experience:
High school diploma or equivalent
5 Years of Industry experience
VMware VCP Certification
Riverbed experience (desired)
Data Domain experience (desired)
Microsoft MCSE Certification
Cisco CCDA or CCNA Desired
Backup system knowledge on Symantec, vRanger, or CA's ArcServ.
Knowledge:
Knowledge of computers and networking of computers to design, set up, and implement computer networks
Knowledge of the latest applications and utilities being released to recommend effective solutions to customer problems
Skills:
Troubleshooting skills to quickly solve customer problems and access required resources
Effective communication skills for strong customer relations
Research skills to find and effectively evaluate new products and technology
Abilities:
Ability to prioritize multiple customer demands
Adaptable and flexible in a fast changing industry and work environment
Must have reliable transportation for local travel to client sites
Physical Requirements to Perform the Job:
- Able to lift at least 60 pounds, one to five times daily
Note: Job Descriptions are not exhaustive lists of all skills, responsibilities, or efforts associated with a job. They reflect principal job elements essential for performing the job and evaluating performance.
Unified Communications Systems Engineer
Primary Objective of this Position:
Provides unified communications solutions including Technology Planning and Migrations of internal and external customer systems including PSTN integration design, LAN/WAN Switching and Routing design, Call and Application Flow, Implementation and Maintenance, Onsite and Remote Services to our external customers to ensure a functional solutions for our clients to effectively manage and grow their businesses through the use of technology. Researches, evaluates and recommends solutions for external customers ensuring new products are workable.
Provides advanced networking support for external customer installations and service support. Recommends and implements changes for long term networking functionality both internally and externally.
Installs new network based software applications for external and internal customers and troubleshoots application error messages and software incompatibilities. Responds to internal and external customer service calls to resolve network operating system errors.
Researches, evaluates, recommends, sets up, and configures new products for internal and external customers. Documents product evaluations with specific information about the product's function, features, and serviceability. Researches external customer problems using technical support, databases and personal contacts.
Completes various administrative reports to ensure accurate and timely record keeping and adequate inventory supplies. Communicates status of projects to other team members.
Provides technical assistance to sales staff by identifying and researching solutions for customers. This can include on-site visits with Sales, site audits, product research, and writing Solution Implementation Plans, etc.
Qualification Requirements:
Requirements are representative of the knowledge, skill, and /or ability needed to adequately perform the job.
Education and/or Experience:
High school diploma or equivalent
5 Years of Industry experience
Cisco Professional Level Certification or Cisco CCNA Certification with Shoretel Engineering Certification
Cisco CCVP (desired)
Microsoft MCSE Certification (desired)
Linux OS Experience
Knowledge:
Knowledge of Public Switched Telephone Network PSTN
Knowledge of LAN and WAN switching and routing
Knowledge of IP-PBX based phone system design, deployment and operation (Cisco and/or Shoretel)
Knowledge of WAN Firewall technologies and solutions
Knowledge of Server and Workstation / Desktop computer design, set up, and implementation
Knowledge of Microsoft AD integration / Group Policy / Basic administration
Knowledge of Microsoft Exchange / Outlook
Skills:
Troubleshooting skills to quickly solve customer problems and access required resources
Effective communication skills for strong customer relations
Research skills to find and effectively evaluate new products and technology
Abilities:
Ability to prioritize multiple customer demands
Adaptable and flexible in a fast changing industry and work environment
Must have reliable transportation for local travel to client sites
Physical Requirements to Perform the Job:
- Able to lift at least 60 pounds, one to five times daily
Note: Job Descriptions are not exhaustive lists of all skills, responsibilities, or efforts associated with a job. They reflect principal job elements essential for performing the job and evaluating performance.
