Remote Tech Support Dispatch Coordinator (Work From Home - Helpdesk Role)

=== ARE YOU OUR NEXT TEAM MEMBER? ===
Do you love technology, creating solutions for customers, and providing excellent experiences? Do you thrive in a fast paced, technical, client focused, and challenging position? Do you "fill your bucket" by helping others have a better day? Do you have experience in Tech Support, field support, customer service, or computer support? Yes? Great! keep reading!
== ABOUT US ===
Established in 2009, EasyITGuys is a family-owned technology company that has been providing exceptional IT services to a diverse range of clients. From families facing technology challenges to businesses with hundreds of employees. Headquartered in Polk County, Wisconsin, we extend our services to clients across the United States. Our commitment is to offer high-quality service and support, tailored IT solutions, and proactive cybersecurity measures. We embrace every day as an opportunity to be the best while having fun!
Learn more about us at this links: About Us (mission, vision, company values), Client Ticket Surveys, and Public Reviews (Google, Facebook, BBB, Yelp)
Connect with us: Facebook, Linkedin, Google, X (Twitter), and Instagram
=== THE OPPORTUNITY ===
Type:Remote Tech Support Dispatch Coordinator (Residential Support Team)
When: Full-time, Monday-Friday, 9:00 AM - 5:30 PM CST
Where: Remote Position (Work From Home)
What: As a Remote Tech Support Dispatch Coordinator, your primary responsibilities include prioritizing and handling remote support appointments to provide comprehensive Tech Support to clients. Expect to handle incoming phone calls in a volume of 20 or more phone calls per day. You will play a pivotal role in managing client interactions, driving revenue, and ensuring the growth of the company. This involves lead management, client interaction, revenue generation, team collaboration, various administrative tasks, troubleshooting, and resolving technical issues. Your responsibilities also encompass ensuring client satisfaction through effective communication and assisting with ticket management and general client repairs located in service centers.
Day to Day:

• Remote Support Appointments:
  • Providing Tech Support to clients through remote support sessions.
  • Addressing technical issues and troubleshooting to ensure client satisfaction.
• Lead Management:
  • Assigning leads to appropriate departments and individuals based on role, need, and logic.
  • Regularly cleaning up and removing spam or unsubscribing from irrelevant leads.
  • Creating leads for various departments following the call flowdown process.
• Client Interaction:
  • Answering incoming calls and engaging with clients to drive sales and solutions.
  • Scheduling appointments, creating tickets, and updating leads for enhanced relationship and sales opportunities.
  • Responding promptly and efficiently to emails and SMS within leads.
  • Managing leads to maintain a clean database.
• Ticket Management and General Client Repairs:
  • Assisting with ticket management and overseeing the dashboard for all ticket updates and health.
  • Collaborating with service centers for general client repairs and follow-ups.
• Revenue Generation:
  • Actively participating in client happiness check-ins and encouraging positive online reviews.
  • Orchestrating video calls, audio calls, and chats from the company's website and social media platforms.
  • Handling cancellation requests and working to retain clients to reduce churn.
• Administrative Tasks:
  • Owning the calendar, managing remote support requests, and overseeing the dashboard for all ticket updates and health.
  • Merging leads into open tickets when applicable.
  • Creating leads regularly for other teams and the home team for clients needing contact.
• Team Collaboration:
  • Coordinating with other teams, including the service center and remote support, to expedite repairs.
  • Assisting in marketing, chat, email campaigns, and other growth-related activities.

===REQUIRED SKILLS OR EXPERIENCE===

• 1 year of sales and customer service experience
• 1 year of technology support or repair experience
• Must have IT/Technical knowledge aptitude and/or an interest in technology
• Proficient with Windows Operating Systems and Microsoft Office
• Troubleshoot and replace hardware and components
• Install operating systems, software, and drivers
• Ability to troubleshoot and replace computer hardware and components
• Knowledge of hardware/software terminology and concepts
• Exceptional phone etiquette and communication skills
• Knowledgeable about the company's products, services, and solutions
• Ability to work in a fast-paced environment and multitask effectively
• Strong organizational skills with attention to detail
• Strong Sales and Customer Relationship Skills
• Office 365 proficient
• Experience performing onsite services and projects

===BONUS POINTS - PREFERRED SKILLS===

• Typing speed of 60+ WPM
• 1-3+ years providing end-user Tech Support
• 1-3+ years customer service
• 1-3+ years in a sales/retail position
• 1-3+ years providing onsite technical support
• 3-5 years of related work experience at an MSP or MSSP
• Platform experience in: Auvik, Connectwise Automate, Connectwise Control, Acronis, Repairshopr, IT Glue
• ITIL best practices followed
• Certifications
• AS/BS Degree

===WHAT YOU CAN EXPECT===
• Generous Coverage for Medical, Dental, and Vision Coverage
• Competitive Pay & Incentives (Profit Sharing)
• Experience Experience and more experience (did we say experience?)
• Room for promotion (Different support teams and positions)
• Small Business Experience (your opinion is heard and valued)
• Paid Time Off (Vacation/Sick Time/Personal Time)
• Paid Holidays
• 401K Plan
• Exciting and fast paced work environment
• Company Incentives and Perk programs