IT Customer Service Representative
Job Opportunity
About Project Fuel
Project Fuel is not your standard IT Support organization. We have developed a unique and customized solutions proposal development process for MSPs. Our systems, developed for rapid delivery of proposals, have a strategic and tangible impact on IT service companies and their clients. Our team consists of highly talented and skilled IT professionals with a passion and devotion to learning and sharing information about emerging technologies used by businesses across the globe. Our core values of honesty, attention to detail, and collaboration are on display daily, and closely align with our mission to deliver a quality and valuable service to our clients.
Learn more about us on the web at projectfuelnow.com
Keep reading if…
· You have previous customer service experience
· You possess IT and networking skills, and want to learn more
· You enjoy collaborating with team members and clients
· You are a process driven
· You are detail oriented
· You enjoy working for a growing organization
Opportunity Description
As a full time Virtual IT Customer Service Representative, you will be responsible for managing the intake of client service requests, and delivery of professionally written proposals to clients. This role requires the management of a service queue of proposal requests and customer inquiries. You will be required to huddle with the team daily to ensure that collaboration between team members and clients enables us to efficiently deliver our products and services. You will also be required to respond to client inquiries in a timely manner including expedited service requests. This role also requires continuous development of technical skills which comes naturally as this role includes the peer review of technology designs and proposals written by our design engineers. The individual responsible for this role will report to an Operations Manager responsible for overall operations and quality of service.
Project Fuel team members all have previous experience working for MSPs (IT M*anaged Service P*roviders). For this specific role, service desk managers, service desk coordinators, service desk engineers, and tech savvy administrative assistants make a great fit, as consistent exposure to computer and network issues makes it easier to assist our clients. This role comes with the same requirement to assist team members and clients, but without the pressure of day-to-day escalations and client urgencies.
Finally, our deliverables are critical to our success, so we are fanatical about the proposal peer review and polish process which is a requirement within this role. This process is in place to ensure that each customized proposal is visually and technically attractive to a decision maker.
Essential Responsibilities
Month 1:
· Successfully complete employee onboarding
· Successfully complete initial orientation and training
· Successfully implement your company provided computer system in your home or office
· Demonstrate command of our internal and client facing web portals
· Demonstrate effective use of the Microsoft Office applications critical to our workflow
· Able to identify and use internal information sources
· Receive formal knowledge transfers from clients
Month 2:
· Collaborate effectively with Project Fuel team members
· Collaborate effectively with Project Fuel clients
· Successfully complete client peer reviews independently
· Successfully and independently manage the service queue
· Successfully prioritize client service requests
· Successfully manage workflow from proposal request intake to proposal delivery
Months 3 and Beyond:
· Work with the senior management team
· Full command of all customer service and technical account management processes
Our Remote Workplace
Our team members currently work from their home offices. We have discovered that we are efficient in collaborating from our remote workspaces and have found that this opens up access to a larger, multitalented, and diverse talent pool. Our employees are also required to attend in-person company meetings and events up to (5) times each year. All approved travel expenses for in-person company events are reimbursed.
Our Technology
At Project Fuel, we use a state-of-the-art technology stack to complete our work. You will receive a computer system configured to help complete work assignments efficiently. We use the Microsoft 365 Suite of cloud solutions to collaborate with team members and clients and manage our data. We use both proprietary and standard software applications that provide access to online resources to help you get your job done. Our systems give us the opportunity to easily work with a global audience. You will be required to have, and maintain, a high speed internet connection in your home or office to perform effectively in this role.
Education, Skills, and Experience
Candidates for this position must meet at least (2) of the following requirements:
· 2 Years of customer service and account management experience
· Exposure to information technology on a regular basis in a corporate environment or at an IT service provider
· Project coordination experience at an IT service provider
· College or tech school degree in an IT related field
· Excellent grammar skills
· Exceptional attention to detail
Candidates for this position must possess the following technical skills:
· MS Office Application Expertise
· Windows 10 or > Desktop Operating System
· Familiarity with computers, mobile computing devices, and network infrastructure
Company Benefits
· Competitive Salary
· Health Insurance
· 401(K) Plan with Company Match
· Holiday and Paid Time Off
· Cellphone Reimbursement
Job Type: Full-time
Pay: $40,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental pay types:
- Bonus pay
Experience:
- Customer service: 2 years (Required)
Work Location: Remote
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