• Customer Care Advocate

    Job Locations US-NJ-Moorestown
    Job ID
    2018-1125
    Category
    Information Technology
  • Overview

    Atlantic Tomorrow’s Office is a nationally recognized distributor of Ricoh, Toshiba, Kyocera and Konica manufactured copier products. Due to our continued growth, we are looking for a technically oriented individual with printer or copier experience for our New York locations.

     

    The Customer Care Advocate is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. They handle call volume and quick resolutions to IT related problems/questions.

    Responsibilities

    • Improve customer service, perception, and satisfaction
    • Fast turnaround of customer requests
    • Ability to work in a team and communicate effectively
    • Improve usage and increase productivity of IT support resources
    • Escalate service requests that cannot be scheduled within agreed service levels
    • Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager
    • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
    • Enter all work as service tickets into ConnectWise
    • Order parts from various vendors as needed
    • Create invoicing as needed

    Qualifications

    • Computer and operating system knowledge
    • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
    • Ability to multi-task, adapt to changes quickly and handle heavy call volumes
    • Technical awareness: ability to match resources to technical issues appropriately
    • Service awareness of all organization’s key IT services for which support is being provided
    • Understanding of support tools, techniques, and how technology is used to provide IT services
    • Typing skills to ensure quick and accurate entry of service request details
    • Self-motivated with the ability to work in a fast-moving environment


    Education Required:

    • High School or equivalent

     

    Atlantic, Tomorrow's Office offers a very attractive compensation package with includes:

    • Excellent salary
    • Outstanding benefits package (incl. medical, dental, life insurance)
    • 401(k) plan
    • Excellent holiday/vacation plans

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