Technical Account Representative

Summary

Join TurnPoint, a leading Managed Service Provider (MSP), as a Technical Account Representative and be part of a team pioneering innovative technical solutions. This role involves functioning as the administrative point person for a specific client, leading meetings, reviewing tickets, escalating issues, and ensuring the success of projects. No prior tech experience is needed; TurnPoint provides necessary training. You will collaborate with various teams, including scrum masters, project managers, and technicians. The position offers a competitive salary ($45K-65K), comprehensive benefits, and flexible work arrangements. This is an opportunity to grow your customer service and technical skills in a fast-paced environment.

Requirements

Ability to move equipment and lift 50 lbs. as required

Responsibilities

• Triaging customer requests over email and phone
• Dispatching tasks to colleagues
• Scheduling work with customers
• Perform tech tasks as self-assigned and assigned by tech managers (and ancillary procurement tasks as necessary)
• Consulting with customers to determine the severity and impact of their issues
• Act as liaison between clients and technical staff
• Function as client interface on phones and ticket thread intake including: Provide support Monday – Friday, 8AM-5PM PT and rare after hours work as required
• Proactively identify, prioritize, diagnose, troubleshoot customer service issues and escalate accordingly
• Maintain awareness of current work and status, managing tasks through to successful closure
• Create tasks, to contribute to client onsite visits and related meetings
• Effectively utilize online tools: ZenDesk, Asana, Airtable, OneNote and other tools as required
• Monitor and update all assigned tickets on a daily basis
• Record and document tech processes to contribute to TurnPoint Tech Manual
• Prepare for and run client meetings, ensuring that the appropriate technical resources from TurnPoint are on those meetings
• Ensure that the clients inventory stays up to date and that we are being proactive about ordering equipment to stay ahead of their hiring needs
• Ensure the success of tickets and projects by helping the team plan the most efficient way of handling on-site related tasks
• In conjunction with leadership, work on various projects across departments (including operations, tech, and customer service)
• Exemplify and champion superior client communication and service
• Emphasize quality, continuous improvement and high performance
• Enact and champion company policies
• Track, route and redirect issues to correct resources and internal team for support
• Balance support ticket threads, task execution and project work for timely completion
• Escalate unresolved client queries to the next level of support properly and in a timely manner
• Adhere to workflow best practices: attention to detail, thoroughness and follow-through
• Train and mentor the tech team on proper customer service strategies, including issues that are specific to the client you are focused on
• Obtain and maintain technical certifications as required
• Other duties as assigned

Benefits

• 2 weeks of paid time off
• 100% employer-covered health insurance
• Flexible Savings Account
• 401K eligibility after 6 months
• Flexible work arrangements