Customer Support

We are Sourcepass, an IT consulting company (MSP) with a rich history of providing network support and innovative solutions since 2001. Our expertise spans IT services, cloud computing, and security, that tailor the right technologies to specific industries and business strategies. Sourcepass aims to be different. It is owned and operated by technology, security, and managed services experts who are passionate about delivering an IT experience that clients love.

Sourcepass has acquired and continues to acquire companies across all avenues of technology bringing more than 40 years of expertise to all of our service areas.

Today, Sourcepass comprises over six hundred employees serving more than two thousand clients across twenty unique vertical markets. And the best is yet to be.

Our achievements speak for themselves: named to the Inc. 2022 Best in Business list, honored with two 2023 Stevie Awards, listed on CRN's 2023 Solution Provider 500, and recognized in Gartner's 2024 Magic Quadrant. Most recently, we were awarded PAX8's 2024 Partner of the Year and designated as Microsoft CoPilot MVP. We take pride in these accolades and continue to push boundaries in the IT consulting industry.

Join us and be part of our journey toward even greater accomplishments.

POSITION SUMMARY

The Customer Support role executes all dispatch functions and responsibilities and plays an integral part in delivery of an exceptional service experience to our client base. They are responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests and a main point of contact for client service requests. It is vitally important in ensuring that issues are addressed in a timely manner by the right resources. Coordination of schedules, prioritization of tasks, clear and timely client and internal communication, and constant monitoring of KPIs are critical components of the role, including invoiceable time, client satisfaction, and various KPIs associated with the service desk function. This role reports to the Customer Service Team Lead. The salary for this position is $40,000. The hours for this position are Monday - Friday 10am-7pm EST.

RESPONSIBILITIES

• Proven experience as a Technical Support Analyst or relevant position
• Act as a main point of contact to the client 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 client input
• Assign and schedule internal and field technical resources on the ConnectWise dispatch portal
• Monitor resource schedules to ensure prompt time entry on service requests
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Fast turnaround of client requests
• Set and manage client expectations in accordance to established SLA's
• Resolving scheduling conflicts and other client service issues
• Escalate service requests that cannot be scheduled within agreed service levels
• Improve client service, perception, and satisfaction
• Improve usage and increase productivity of IT support resources
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Maintain a professional appearance, interactions, and relationships at all times
• Attend and have input at various team huddles, meetings, and company forums
• All other tasks, tickets, or projects as requested by management
  
  

DESIRED SKILLSET/EXPERIENCE

• Minimum 3 year client service or support related experience including telephony skills, active listening, and client-care skills
• Dispatcher experience preferred
• Ability to interact effectively and professionally, provide exceptional service, internally and externally at all times
• Ability to work effectively in a team environment
• Typing skills to ensure quick and accurate entry of service request details
• Basic computer and operating system knowledge
• Technical awareness: ability to match resources to technical issues appropriately
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Self-motivated with the ability to work in a fast-moving environment