Sr. Customer Service Engineer

Company Overview

Innovative Network Solutions Corp (INSC) is at the forefront of IT management for Managed Service Providers (MSPs), offering a strategic six-phase approach that ensures security, efficiency, and scalability. Our mission is to empower MSPs to deliver exceptional services while exceeding client expectations.

Summary

We are seeking a Senior Customer Service Representative to join our dynamic team at Innovative Network Solutions Corp. In this role, you will be instrumental in providing top-tier support to our clients, ensuring their IT needs are met with efficiency and professionalism. Your contributions will directly impact our ability to deliver outstanding service in a competitive market.

Responsibilities

• Provide exceptional customer service support to clients via phone, email, and chat.
• Troubleshoot and resolve technical issues related to IT infrastructure and services.
• Collaborate with technical teams to escalate complex issues and ensure timely resolutions.
• Maintain accurate records of customer interactions and service requests in our CRM system.
• Educate clients on product features and best practices to enhance their experience.
• Monitor service performance metrics and identify areas for improvement.
• Assist in the development of training materials for new team members.

Requirements

• Proven experience in customer service or technical support roles, preferably within the IT industry.
• Strong understanding of IT infrastructure and computer networking concepts.
• Familiarity with operating systems (Windows, Mac OS) and computer hardware.
• Excellent communication skills, both verbal and written.
• Ability to manage multiple tasks effectively in a fast-paced environment.
• Experience with ticketing systems such as ServiceNow or Remedy is a plus.

If you are passionate about delivering exceptional customer experiences in the IT sector, we invite you to apply today and become a vital part of our team at Innovative Network Solutions Corp!

Job Type: Full-time

Pay: $80,000.00 - $82,000.00 per year

Benefits:

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

Work Location: In person