Descripción de la Oferta

Our Virtual Assistants will work with Managed Service Providers located in the United States and provide back office support services. This position will help these organizations to help them improve their efficiencies and provide administrative support.
Act as the single point of contact to the customer for all types of service requests
Coordination of all IT support groups to ensure maximum utilization of billable resources
Pre-process service requests as they arrive through email, manual entry, or direct customer input
Schedule internal and field technical resources on the ConnectWise dispatch portal
Monitor resource schedules to ensure prompt time entry on service requests
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Improve customer service, perception, and satisfaction
Fast turnaround of customer requests
Ability to work in a team and communicate effectively
Improve usage and increase productivity of IT support resources
Escalate service requests that cannot be scheduled within agreed service levels
Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager
Responsible for entering time and expenses in ConnectWise as it occurs.
Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
Enter all work as service tickets into ConnectWise

100% DE INGLES REQUERIDO, ABSTENERSE DE APLICAR SI NO SE CUMPLE CON ESTE REQUISITO

Experiencia Requerida

Educación Superior

Educación Secundaria

Lenguajes