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!

ICC

Pay: $70,000.00 - $95,000.00 per year

Benefits:

Dental insurance
Health insurance
Paid time off
Retirement plan
Vision insurance

Work Location: In person

Integrated Computer Consulting

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