Client Service Representative

Location: Mansfield, MA

Type: Full Time

Min. Experience: Entry Level

Client Services Representative:

When was the last time you truly enjoyed going to work? It is an ideal time to join our highly talented and growing team.  We are looking for individuals that have a strong desire to learn as well as outstanding customer service skills.

 

About Spade Technology:

Spade Technology is a fifteen year young outsourced IT company based out of Mansfield, Massachusetts.  We have one simple goal: to provide the same kind of IT solutions expected by large-scale corporations to small and mid-sized businesses. How do we do this? We deliver real business value – getting to know your business, implementing best practices, proactively managing your technology, and aligning your technology investment with your business goals to truly boost your bottom line.

We understand the importance of fixing issues quickly, however, we believe it’s more important to prevent those issues from occurring in the first place – and that’s where our proactive approach comes in: we stay proactive and strive to help you think of your IT as a strategic advantage as opposed to another necessary expense

 

Benefits of Working at Spade Technology:

  • The stability of a sixteen-year-old company with the growth, excitement, and career potential of a startup
  • Work with cutting edge technology everyday
  • A strong focus on your industry training and certification including company paid for education and exams
  • A team of highly motivated, extremely talented, fun and friendly engineers
  • Competitive salary and benefits
  • A place where ambition, loyalty, and exceptional performance will be noticed and rewarded
  • A clear company vision and mission

 

Position Summary:


Are you ambitious, organized, and a strong communicator?  We are a fast-growing IT Support company in need of a Client Services Representative to join our team in providing exceptional IT services to small and medium-sized businesses throughout Massachusetts, Rhode Island, and Southern New Hampshire.  Our Client Services Representative is responsible for all non-technical Support Desk tasks.  The CSR is responsible for the coordination, support, management and execution of 1st Level proactive and reactive maintenance activities to ensure outstanding client support.  These activities include communicating with clients and v

 

Essential Duties and Responsibilities:

  • Communicate directly with clients to provide status updates or necessary follow-up
  • Communicate and work directly with vendors to ensure client issues are resolved
  • Handle incoming calls/emails/tickets regarding Customer Experience
  • Monitor incoming incidents reported at the Service Desk and route appropriately to respective teams.
  • Clearly document issues and solutions
  • Ensure the Service Desk meets all SLA compliance requirements to the business by exercising an ownership mentality toward customer needs, showing respect and consideration to all team members and contributing improvements where possible to IT Service Desk operations and processes
  • Collaborate with team and Service Manager to assess process improvement opportunities, assess tools, etc. to improve Support operations
  • Keep manager informed of issues that may impact the organization
  • Send out customer communication

Requirements:

  • Comfort with Windows desktop and Microsoft Office Suite
  • Ability to grasp new technology
  • Ability to follow standard operating procedures
  • Ability to multi-task
  • Strong organizational skills
  • Experience working in a customer facing (in-person or remotely) role
  • Exceptional customer service and communication skills (including C-level)
  • Ability to set and manage client expectations
  • The ability to work effectively in a fast paced environment
  • Strong time management skills
  • Attention to detail and strong desire to learn

 

If you are interested in being considered for the Client Service Rep position, after submitting your resume/application, please complete our online assessment via the following link:

https://hiring.wonderlic.com/openings/591ddc8a0c25f7010084a437/apply
 



 

 

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