Customer Advocate Specialist

AVAIL TECHNOLOGY SOLUTIONS PURPOSE

Our mission is to cultivate a customer-first partnership that drives your long-term business success with technology. We believe in honest communication and accountability so you get transparency from a devoted partner

AVAIL TECHNOLOGY SOLUTIONSVALUES

Positively impact the life of every single person we meet BY creating and cultivating cultures of PEACE.

People First / Partnership / Empathy / Care

Excellence / Quality / Inspired / Greatness

Accountability / Character / Integrity / Professionalism

Clarity / Communication / Truth / Kindness

Engagement / Stewardship / Philanthropy / Community

AVAIL Technology Advisors work with clients to help them Procure and Manage Technology Solutions. With a broad portfolio of leading Information Technology Providers and a suite of Management Solutions, AVAIL puts all of the tools together to allow you to reach your potential as a Sales Professional.

RESPONSIBILITIES:

• Provide an excellent example of customer service on all levels for the company;
• Confirm receipt of issue or services requested to requestor, and discuss timelines for completion;
• Analyze data gathered and determine course of action for resolution;
• Resolve issues or process requests for PC/MAC OS, devise peripheral, 3rd party application, M365 suite, and network equipment;
• Proactive tracking and managing project tasks to ensure all milestones are met and proactively communicate status and/or requirements that may be needed by the Customer and updating internal systems real time as possible with the current status of all milestones;
• Update internal systems real time as possible with current status and all milestones;
• Engage Manager of Support when SLAs are missed or company standards are compromised; pushing for resolution;
• Obtain Customer’s acceptance that issue was resolved or request completed;
• Ensures hand off of active support cases between teams are handled accordingly;
• Handle escalations of support cases or requests during and occasionally afterhours;
• Effectively maintains and tracks work tasks and documentation
• Leads by example. Demonstrates a positive and supportive attitude toward all company policies, coworkers, and management team.
• Other duties as assigned.

EDUCATION/EXPERIENCE/SKILLS:

• Associate’s Degree in relevant technology field or Bachelor’s Degree; or 3-5 years of equivalent related experience
• 2+ years of customer service experience
• Exceptional organizational, customer support and problem-solving skills
• Excellent verbal and written communication skills

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Experience:

• Customer service: 2 years (Required)

Work Location: In person