Job Description

Job Title: Customer Service Representative

Role: Triager

Reports to: Connor Hartling, Manager of Service Delivery

Schedule: United States, overnight PST schedule (4:00 PM - 1:00 AM PST/4:30 AM - 1:30 PM IST)

Compensation: Up to ?750,000/year for qualified candidates

Position Description and Purpose: Are you someone with a passion for customer service? This role at a fast-paced, boutique IT firm may be for you. No previous tech experience is required, just enthusiasm for technology and a passion for customer service. We will provide you with the tech training necessary to succeed at TurnPoint, in this role and beyond.

We are looking for someone with excellent verbal and written English communication skills (completely fluent).

You will function as the face of the TurnPoint Technology Helpdesk team including, fielding calls and tickets, assigning tickets, working on tickets, and escalating client flags or tech issues as appropriate to managers. Monitor own workflow and project tasks. Accountable for accurately triaging customer issues and escalating key executive and tech issues appropriately to managers.

• Technical & Customer Service Responsibilities - 90%:

• Triaging customer requests over email and phone
• Dispatching tasks to colleagues
• Scheduling work with customers
• Consulting with customers to determine the severity and impact of their issues
• Creating procurement requests per TurnPoint's procedures
• Act as liaison between clients and technical staff.
• Function as client interface on phones and ticket thread intake including:

• Provide remote support Monday - Friday, 8AM-5PM PT and periodic after hours work as required.
• Perform tech tasks as self-assigned and assigned by tech managers.
• Proactively identify, prioritize, diagnose, troubleshoot issues and deliver accurate tech work.
• Walk clients through the problem-solving process in plain language terms, on their tech level.
• Create, review and maintain tasks owned by self for support of client projects.
• Maintain awareness of current work and status, managing tasks through to successful closure.
• Create tasks, to contribute to client onsite visits and related meetings.
• Ensure proper recording, documentation, and closure of all client inquiries using online tools.
• Effectively utilize online tools: ZenDesk, Asana, AirTable, OneNote and other tools as required.
• Monitor and update all assigned tickets on a daily basis.
• Record and document tech processes to contribute to TurnPoint Tech Manual.

• Leadership Responsibilities - 8%:

• Exemplify and champion superior client communication and service.
• Emphasize quality, continuous improvement and high performance.
• Enact and champion company policies.
• Track, route and redirect issues to correct resources and internal team for support.
• Balance support ticket threads, task execution and project work for timely completion.
• Escalate unresolved client queries to the next level of support properly and in a timely manner.
• Adhere to workflow best practices: attention to detail, thoroughness and follow-through.
• Train and mentor the tech team.

• Special Position Requirements - 2%:

• Obtain and maintain technical certifications as required.
• Other duties as assigned.