Technology Concierge - Expeditor Position

Technology Concierge-Expeditor | Client Solutions Center

Purpose:
Client Support: Provide outstanding client experiences via email and phone communication and track client interactions through case creation/management within the CRM software.

Case Documentation: Provide complete and accurate documentation of client reported symptoms by utilizing proprietary Client Relationship Management (CRM) and accounting software.

Content Development: Generate internal/external training documentation and technical user guides through the use of standardized content templates.

Needs:
Skill Set: An intelligent, diligent, and efficient individual with excellent communication skills. This position calls for a positive and professional attitude within a fast paced environment in order to provide excellent client experiences and prompt follow up when supporting client needs via phone or email. Attention to detail, strong organizational skills, and ability to follow direction will be required in order to meet the expectations of this position. Must have experience and/or training in the areas of client support, general computing skills, and document creation/reporting using Microsoft office products including Word, PowerPoint, and Excel. Interest in technology as well as a process oriented attitude and insight for improving efficiencies are highly desirable traits.

Preferred Qualifications/Certifications: Formal customer service training, Microsoft Office (Word, PowerPoint, & Excel) training/experience, General computer skills/training
*InfoComm CTS and/or Adobe photoshop/illustrator certification/experience are a plus

Job Description:
The Technology Concierge: Expeditor role is ultimately responsible for providing outstanding client experiences by fielding service requests via phone and email, opening cases, documenting symptoms, and handing off to Case Managers for troubleshooting and advanced support. This individual is charged with utilizing proprietary CRM software for case creation and assignment as well as handling and escalating support calls appropriately. The position also requires synthesis of client user guides through Word and PowerPoint templates with the support of Sensory Technologies implementation staff as necessary.

Reports to: Client Services Program Manager

Hours: 8am to 5pm, hours may vary as job requires, must be occasionally available on-call

Compensation: Hourly, 40+ hours per week

Salary Range: $10 - $15 per hour, depending on experience

Location: Indianapolis, IN office

Responsibilities:

    • Client Support (60%)
      • Answer incoming phone calls and emails in a timely and professional manner
        • Create cases to service client needs
        • Assign cases depending on client time zone, staff expertise, staff workload, etc.
      • Support Case Managers by engaging clients and vendors to quickly resolve CSC cases by processing RMAs, managing appointed tasks and other duties as needed
    • Case Documentation (15%)
      • Capture all necessary information to document client support requests quickly and accurately
        • Client name
        • Client location
        • System/Room ID or name
        • Individual contact information
        • Description of the symptoms
        • History of troubleshooting steps taken
      • Administrative Documentation
        • AValytics: Preventative Maintenance and Asset Management Reports
    • Content Development (25%)
      • Generate client user guides
      • Upload touch panel screenshots to PowerPoint template
      • Generate Word doc “handout”
      • Format documents and convert to pdf for distribution to the client
    • Generate internal tutorials
      • Use the above process to create guides for internal training purposes
      • This content development will be supported by assigned subject matter expert

Measurements:

  • Client Support
    • Customer satisfaction level based on surveys and general client feedback
  • Case Documentation
    • Accuracy
    • On-time completion
  • User guide creation
    • Average # of guides completed per week
    • On-time completion

We are always looking for the best and the brightest. Please submit your resume to careers@sensorytechnologies.com

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