Job description
Founded in 1991, ADNET Technologies is a SOC 2, Type II Compliant IT management and cybersecurity firm with offices in Rocky Hill, CT and Albany, NY. ADNET works closely with clients to provide industry-leading service across three core areas—Managed IT Services, Cybersecurity and Cloud—and is distinguished by its human-centered approach to client engagements. From providing seamless access to a vast support network to a dedicated Engagement Team in your local community, ADNET is proud to be both recognized globally and loved locally.
Overview
As Client Experience Coordinator, you will support the Technical Assistance Center in day-to-day coordination of service tickets, team resources, project scheduling and workflow, and will work with ADNET clients to ensure exemplary service. You will be responsible for the escalation of outstanding issues and will follow up with clients to ensure exemplary support, practicing “closed-loop” communication. Our number one priority at all times is to exceed client expectations and measure our satisfaction impact. The Client Experience Coordinator has sufficient authority and responsibility to ensure that clients’ needs are addressed in a timely and professional manner.
Responsibilities
- Understand and practice ADNET’s core values at all times:
o Passion, Integrity, Accountability, Focus, Professionalism (see Vision, Mission and Values section for details)
- Coordinate the efficient use of technical resources in TAC, including (but not limited to):
o Prioritize support tickets and assign to the appropriate technical resource.
o Reassign support tickets as necessary to meet SLA objectives and maintain client satisfaction. o Schedule team members for projects and support tickets.
Update clients on support ticket status and set expectations appropriately.
- Interact with clients to advise them of scheduling changes and work with ADNET team members to make schedule adjustments as needed.
- Answer support calls and create support tickets.
Assist in the maintenance of the managed clients support portal.
Handle administrative duties to maintain good client and vendor relations.
Act as the client advocate to ensure client satisfaction.
Pass on appropriate client opportunities to sales and management team.
Voluntarily provide information and assistance to other team members for the whole team’s success.
Stay current on industry trends and technology, which may affect operations or customer expectations.
Follow policies and standard operating procedures as published and defined by ADNET.
Assist in the creation of goals, policies and standard operating procedures.
Work with supervisor to develop and follow an education/certification program to increase/maintain level of technical expertise or relevant job skills.
Maintain entries in ConnectWise that accurately report daily activities.
Check email and voicemail throughout the day. All voicemails and emails are to be responded to within 24 hours.
Note and report any client issues and/or concerns.
Document process and procedures of the position. Maintain documentation.
Attend the weekly technical staff meetings and take meeting notes. Be prepared to discuss client issues and service delivery concerns.
Perform other tasks as assigned by supervisor.
Qualifications
Education: Associate’s Degree in Information Systems or related area preferred, or minimum three years’ of relevant work experience, or a combination of education and experience.
Skill Level: Ability to organize and handle multiple tasks and priorities.
Keen attention to detail and follow- up skills.
Must have exceptional communication skills and the ability to maintain a professional demeanor in a fast-paced environment.
Ability to operate in a very methodical manner with minimal supervision.
Must have the ability to think logically and prioritize the TAC team’s work based on business impact to clients.
Must be driven and well-organized.
Ability to thrive working both independently and in a team environment.
Ability to build and enhance processes to increase efficiency of the team and provide a better client experience.
Compensation, Benefits, Culture
Compensation range: $21.65 to $26.45 per hour, plus bonus opportunity of up to 5k annually.
This role is 100% Remote. Typical Schedule: Monday-Friday 8am-5pm Eastern Time.
Making a positive impact in the world of IT takes a heightened focus on people. That’s why at ADNET Technologies, we’re passionate about ensuring our team stays healthy, happy, challenged and fulfilled. Progressive Benefits Packages include:
- Unlimited Responsible Time Off
- Flexible work-from-anywhere policy
- Progressive healthcare plan selection, including a 100% covered healthcare option
- Safe Harbor matching 401(k) plan
- Flexible benefits plan with dependent care benefit option
- Short-term disability and life insurance with long-term disability option
- Total well-being program including employer-paid Employee Assistance Program (EAP)
- Paid holidays & paid sick time
Modern, collaborative workplaces in Rocky Hill, CT and Albany, NYWhile we have physical offices in Rocky Hill, CT and Albany, NY, our remote working policy offers employees the flexibility they need to do their jobs from anywhere. Employees receive the tools they need to collaborate in their jobs and connect with any member of the team, regardless of where they’re physically based.
Based on employee feedback, ADNET Technologies is one of the Best Places to Work in Connecticut from 2014 – 2022, Best Places to Work in the NY Capital Region in 2021, recognized regionally as one of the Best Places to Work by the Hartford Business Journal and Albany Business Review, ADNET Technologies ranks globally among the top MSPs in Channel Futures’ MSP 501 list and ChannelE2E’s Top 250 Public Cloud MSP list and nationally with the CRN MSP 500 2022 award.
Adnet Technologies is committed to creating an inclusive environment and is proud to be an equal opportunity employer. Adent Technologies recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
abouteureka.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, abouteureka.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, abouteureka.com is the ideal place to find your next job.