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Client Success Specialist: Level 3

Company: slashBlue
Location: Saint Cloud
Posted on: January 16, 2022

Job Description:

Role Description

This role is a position in a technology Managed Service & Support organization. You will be working with our Client Success Service Desk team to provide efforts to prevent client technology issues, support technology adoption efforts, answer queries & provide solutions on advanced technical questions, create service improvements, streamline service & support processes and deliver permanent solutions to solve technical issues and problems. This is a customer-oriented position and requires a high level of motivation for working with both people and technology.

Primary Responsibilities

This person will spend time in the following areas:

Provide exceptional customer service:
Provide client direction, knowledge and efforts to prevent client technical issues
Maintain client relationships with the company through multiple forms of electronic interactions
Present solutions to technology issues and problems in user-friendly language
Provide clear communication with customers to ensure resolution of all open issues

Serve as a technology resolution expert for customers seeking technical assistance for contracted Managed Services:
Accurately triage incoming issues and provide resolution within required Service Levels
Accurately diagnose escalated incoming issues and provide resolution for technical problems
Perform remote troubleshooting through proven diagnostic techniques
Assist client users with product issues & concerns, communicating steps to address their needs
Analyze and resolve network performance, connectivity and related issues for end-users
Escalate unresolved issues to vendors or the next level of support personnel

Serve as a Desktop Support Specialist for our Service Catalog solutions:
Help maintain accurate inventory of clients' installed hardware and software
Manage and perform equipment builds, deploy software patches & upgrades
Work with vendors to verify timely product delivery & ensure that new equipment is ready to operate on schedule
Create and maintain accurate documentation for internal knowledge base
Create & administrate client user accounts and access based on company policies

Contribute as a team member in the ongoing improvement of our Managed Services practice:
Offer improvement ideas to help streamline current Help Desk processes and support systems
Assist in production-readiness validation for all new Service Catalog solutions from our Development team
Assist in identifying ongoing and future technology needs for our clients

Root Cause Analysis, Problem Resolution, and Change Management
Actively work to identify and solve repeat issues, improving on existing services or processes, where necessary
Demonstrate proficiency in ITIL-based Incident management (all Levels)
Demonstrate proficiency in ITIL-based Problem management (Level 2 desired, Level 3 required)
Demonstrates proficiency in ITIL-based Change management (Level 2 desired, Level 3 required)

The ideal person for these positions will have proven experience as a service desk technician or other customer support role. This person must possess strong problem-solving, analytical, and communication skills; demonstrated the capability to work independent, self-starting, & self-motivated while working in a team-oriented, collaborative environment; display the ability to stay calm, positive, and drama-free in fast-paced, challenging situations; love helping some of the best clients in the world; have a proven track record of technical knowledge supporting end-user hardware, software and networks.

These are professional technology roles that encompasses a mixture of daily support work, assisting or performing various monitoring, roll out, or implementation tasks, and assisting the other Help Desk Technicians and Service Management Engineers in the overall support of the services we offer.

Reports to Manager of Client Success.


5+ years work experience in Information Technology, ideally in a services & support environment
5+ years experience solving end-user or client issues in a ticket-based Help Desk environment
5+ years experience performing end-user hardware and/or software rollouts, IT asset oversight, and scheduling
Professional technology service industry support experience required
Experience with Senior Care or Architecture/Engineering industry & software desired (Eldermark, Point of Care, Autodesk, BIM360, Bluebeam, etc.)

CompTIA, MCSE, MCITP or other technical Certifications required
Bachelor's Degree or Technical training/degree desired
Lifetime learning mindset required

Remote work position but must reside in Minnesota
Required monthly in-person meetings at our twin cities location
Rotating, scheduled escalation point-of-contact for our after-hours full-service Help Desk (typically 2-3/times per quarter)
Home/Remote office high-speed internet connectivity required
Home/Remote Office space capable of providing privacy & an uninterrupted, disturbance-free work area
COVID-19 vaccine NOT required for employment

Technical Skills Desired

Proven knowledge of a wide range of current professional-user solutions: End-User:
Desktop operating systems (Windows 10, MAC)
End-User Productivity solutions (Microsoft Office365, Teams, OneDrive; G-Suite Apps)
Mobile products & operating systems (iPhone, iPad, iOS)
Network security solutions & management (SonicWall, Cisco)
Remote Access solutions (SonicWall, Microsoft, VPN, etc.)
Cloud Services:
Microsoft Office365 & Azure Administration
Industry-specific (Bluebeam, C4R, BIM360, Quickbooks Online, etc.)
Security Services:
User Account Management (Active Directory, Google Mgmt, industry-specific applications)
Anti-virus/anti-malware prevention & response (Bitdefender, Sophos)
Password management (LastPass)
Ticket & Knowledge Management:
Service Ticketing & Device Management Systems (Autotask, Datto RMM)
Knowledge Management Systems (SharePoint, ITGlue, Warranty Master, etc.)
Project Mgmt (Liquid Planner, MS Project, etc.)
Scripting & Process Automation
Working knowledge of Powershell Scripting desired
Ability to identify process inefficiencies and bring solutions to address

Why join us?

At slashBlue, we believe purpose precedes technology. We first seek to understand our client's business goals and purpose, then apply the right technology to help them reach it. As an IT services provider, we've helped transform and grow professional services firms across the Twin Cities and beyond by providing expert performance consulting, IT design and support services.

We believe purpose pushes technology. We're catalysts, called to advance the world one client at a time. Our way is to put purpose first and let technology follow. For us, technology is never the end solution, it's simply the tool.

Each one of us is dedicated to this ideal. It's in all that we do, from performance consulting to IT design to support services. We're pointing the lens back to where it belongs-where there is purpose, there is progress.

Who are we?

Salary commensurate with experience, starting range at $60k/year
Base + Benefits + Profit-Sharing potential
Regular Work-from-Home/Work Remote position (full office equipment set-up provided)
Reimbursement for Remote Office expenses
Monday thru Friday business hours schedule
Annual training reimbursement
Professional yet Supportive, Team-oriented, Faith-forward & Family-friendly culture

Keywords: slashBlue, Saint Cloud , Client Success Specialist: Level 3, Other , Saint Cloud, Minnesota

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