Senior Tech Support, Sales, & Service Center Coordinator (Work From Home)

EasyITGuys; Wisconsin; Remote; USD 60,000 - 80,000; Full time

Job description

=== ARE YOU OUR NEXT TEAM MEMBER? ===

Do you love technology, creating solutions for customers, and providing excellent experiences? Do you thrive in a fast-paced, technical, client-focused, and challenging position? Do you "fill your bucket" by helping others have a better day? Do you have experience in tech support, field support, customer service, or computer support? Yes? Great! Keep reading!

=== ABOUT US ===

Established in 2009, EasyITGuys is a family-owned technology company that has been providing exceptional IT services to a diverse range of clients. From families facing technology challenges to businesses with hundreds of employees. Headquartered in Polk County, Wisconsin, we extend our services to clients across the United States. Our commitment is to offer high-quality service and support, tailored IT solutions, and proactive cybersecurity measures. We embrace every day as an opportunity to be the best while having fun!

Learn more about us at these links: About Us (mission, vision, company values), Client Ticket Surveys, and Public Reviews (Google, Facebook, BBB, Yelp).

Connect with us: Facebook, LinkedIn, Google, X (Twitter), and Instagram.

=== THE OPPORTUNITY ===

Type: Remote Tech Support Dispatch Coordinator (Residential Support Team) - Leadership position
When: Full-time, Monday-Friday, 9:00 AM - 5:30 PM CST
Where: Remote Position (Work From Home)
Clients Served: Residential (Home Users)
What: As a leader in this role, you will conduct daily BOD (Beginning of Day) huddles, monitor company dashboards for tickets, sales, and phone performance, and serve as the primary contact for incoming phone calls, encouraging clients to work with us to solve their technology concerns. As a remote team member, you'll schedule and perform remote support appointments, handle an average of 20+ incoming phone calls daily, and engage with clients to drive sales and ensure satisfaction through effective communication and troubleshooting. You will play a key role in driving revenue and company growth through lead management, client interactions, and follow-ups, while overseeing and supporting the performance and pace of your peers, ensuring the smooth operation of service center locations (currently one, with potential for growth). Additionally, you will manage various administrative duties, including scheduling, ticket management, and lead organization, and assist with ticket management and general client repairs in service centers. Ultimately, you are responsible for the performance and satisfaction of our client engagement, ensuring a positive and productive experience for both clients and team members.

Day to Day Job Description:

Leadership:

• Provide guidance to peers for daily planning and client satisfaction.
• Run daily start-of-day meetings and follow up on end-of-day reports.
• Monitor and manage dashboards (Tickets, Calls, Appointments, Sales Performance).
• Coach, train, and direct service center teams, coordinating and establishing priorities regularly.
• Develop the team to perform at a high level for repairs, sales, and support.

Sales:

• Assist Service Center staff with client intake and diagnosis, offering recommendation services.
• Create estimates for new computers and computer repairs.
• Recommend memberships, security, and other technology subscriptions.

Remote Support Appointments:

• Provide tech support to clients through remote support sessions.
• Address technical issues and troubleshoot to ensure client satisfaction.
• Close tickets and encourage clients to complete reviews and surveys for CSAT/NPS scores.
• Assist with computer repairs pending at any service center.

Lead Management:

• Assign leads to appropriate departments and individuals based on role and need.
• Regularly clean up and remove spam or unsubscribe from irrelevant leads.
• Create leads for various departments following the call flowdown process.

Client Interaction:

• Answer incoming calls and engage with clients to drive sales and solutions.
• Schedule appointments, create tickets, and update leads for enhanced relationship and sales opportunities.
• Respond promptly to emails and SMS within leads.
• Manage leads to maintain a clean database.

Ticket Management and General Client Repairs:

• Assist with ticket management and oversee the dashboard for all ticket updates and health.
• Collaborate with service centers for general client repairs and follow-ups.

Revenue Generation:

• Participate in client happiness check-ins and encourage positive online reviews.
• Handle video calls, audio calls, and chats from the company's website and social media platforms.
• Manage cancellation requests and work to retain clients to reduce churn.

Administrative Tasks:

• Manage the calendar, remote support requests, and dashboard for ticket updates and health.
• Merge leads into open tickets when applicable.
• Regularly create leads for other teams and the home team for clients needing contact.

Team Collaboration:

• Coordinate with other teams, including the service center and remote support, to expedite repairs.
• Assist in marketing, chat, email campaigns, and other growth-related activities.
• Work with other teams to ensure a great client experience.
• Be the central point of communication and direction within your team. Drive performance, client satisfaction, and team satisfaction.

=== REQUIRED SKILLS & EXPERIENCE ===

• 1 year of sales and customer service experience
• 1 year of technology support or repair experience
• 1 year of leadership/management experience
• Must have IT/Technical knowledge aptitude and/or an interest in technology
• Proficient with Windows Operating Systems and Microsoft Office
• Troubleshoot and replace hardware and components
• Install operating systems, software, and drivers
• Ability to troubleshoot and replace computer hardware and components
• Knowledge of hardware/software terminology and concepts
• Exceptional phone etiquette and communication skills
• Knowledgeable about the company's products, services, and solutions
• Ability to work in a fast-paced environment and multitask effectively
• Strong organizational skills with attention to detail
• Strong Sales and Customer Relationship Skills
• Office 365 proficient
• Experience performing onsite services and projects

=== BONUS POINTS - PREFERRED SKILLS ===

• Typing speed of 60+ WPM
• 1-3+ years providing end-user tech support
• 1-3+ years customer service
• 1-3+ years in a sales/retail position
• 1-3+ years providing onsite technical support
• 3-5 years of related work experience at an MSP or MSSP
• Platform experience in: Auvik, Connectwise Automate, Connectwise Control, Acronis, Repairshopr, IT Glue
• ITIL best practices followed
• Certifications
• AS/BS Degree

===WHAT YOU CAN EXPECT===

• Generous Coverage for Medical, Dental, and Vision Coverage
• Competitive Pay & Incentives (Profit Sharing)
• Experience Experience and more experience (did we say experience?)
• Room for promotion (Different support teams and positions)
• Small Business Experience (your opinion is heard and valued)
• Paid Time Off (Vacation/Sick Time/Personal Time)
• Paid Holidays
• 401K Plan
• Exciting and fast-paced work environment
• Company Incentives and Perk programs