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Join ClearFuze, an established Managed Services Provider in Los Angeles focused on the SMB market where employees love technology, are self-motivated and like to help people solve their IT challenges. We are looking for a remarkable person to join our team to work together in accomplishing our goal of building an innovative, world-class IT provider.
The ideal candidate will be responsible for efficiently and effectively handling incoming client requests, assessing their urgency and severity, and ensuring that the appropriate resources are assigned for timely resolution. The Triage Specialist will serve as the first point of contact for clients and will possess strong problem-solving skills, excellent communication abilities, and a deep understanding of IT systems and networks.
Responsibilities include:
First-line Support: Act as the initial point of contact for clients reporting technical issues, incidents, or service requests via various channels such as phone, email, or ticketing system.
Triage and Prioritization: Assess the urgency, severity, and impact of incoming requests to determine the appropriate level of response and prioritize them accordingly.
Troubleshooting: Gather relevant information from clients to understand the nature of their technical issues and provide preliminary troubleshooting steps when appropriate.
Documentation: Accurately record all relevant details of client interactions, including symptoms, troubleshooting steps taken, and resolutions, in the ticketing system.
Escalation Management: Collaborate with other technical teams within the MSP to escalate complex or critical issues that require further expertise or resources.
Incident Management: Monitor ongoing incidents, keeping clients informed about progress, coordinating with internal teams, and ensuring timely resolution and closure.
Communication: Maintain regular and effective communication with clients, providing updates on incident status, resolution timelines, and any necessary workarounds.
Customer Satisfaction: Strive to deliver stellar customer service by addressing client concerns, exceeding their expectations, and ensuring their overall satisfaction.
Continuous Improvement: Contribute to the development and enhancement of triage processes, tools, and knowledge base articles to improve the efficiency and effectiveness of support services.
Requirements
- 4-year bachelors degree
- Reliable high speed Internet connection from wherever you live
- Technical Proficiency: Strong knowledge of IT systems, networks, and infrastructure, including but not limited to servers, operating systems, networking protocols, and security concept preferred but not required.
- Strong analytical skills. Must be able to think outside the box
- Leadership skills during technical troubleshooting triage
- Previous experience with supporting multiple external clients
- Excellent verbal and written communication skills with the ability to communicate technical concepts to clients of varying technical backgrounds.
- Comfortable working in a dynamic and fast-paced environment where priorities and tasks may change rapidly.
- Capable of collaborating with cross-functional teams and effectively communicating and coordinating with colleagues to ensure seamless service delivery.
- A genuine passion for delivering stelar customer service and a strong commitment to client satisfaction.
- Ability to manage multiple tasks, prioritize workload, and work under pressure while maintaining attention to detail.
Schedule: Monday to Friday, 8 am to 5 pm PST
Benefits
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Widger Talent LLC
