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Technical Client Services Coordinator

Client Services | Kensington, MD | Full Time

Job Description

Are you driven to solve problems and help others? Do you want to get in on the ground floor of a fast growing, entrepreneurial minded business?

About Us

Casaplex is a fast growing technology provider that integrates cutting-edge technology into smart homes and smart buildings for high-end residential, government, hospitality, education, and commercial clients. Our mission is to enhance the way we live, work, and play through the innovative use of technology.

Position Summary

Casaplex is currently looking to expand our Service & Support Department and is now accepting resumes from established, professional Service Advisors. As the primary contact for our commercial and residential clientele, a Service Advisor creates the impression of our brand.

Our Service Advisors field live service calls, investigate client needs, make appointments, write service orders and take ownership of the client experience by carrying out assignments that allow Casaplex to leave an impressionable experience that creates long lasting relationships.

Responsibilities

Provide exceptional service response to our clients by finding solutions to their technical issues while assisting with the day-to-day operations for Casaplex’ Client Services initiatives.  Follow-up with clients to provide status updates, ensure client satisfaction, and maintain high-levels of communication.

  • Field incoming client communications via phone and email.

  • Conduct tier 1 issue investigation, troubleshooting and service consultation, document any client concerns, recommend necessary service and promote the sale of managed services contracts.

  • Provide estimates as needed and complete Service Call documentation

  • Maintain consistent contact with clients for the duration of each Service Call, and establsh close lines of communication to help build long-term client loyalty.

  • Discuss service calls and repairs with Technicians and keep clients updated on the status of their smart building systems.

  • Review and explain invoices with clients and ensure work has been completed to their satisfaction.

  • Schedule follow up service calls and preventative maintenance services

  • Handle calls regarding technical and service related inquiries.

Requirements

  • Post secondary diploma/degree in business, Information Technology, or a related field

  • Minimum (2) years of experience in the field of IT, preferably with end-user support.

  • Ability to negotiate and sell

  • Ability to communicate technical information in a simple manner

  • Ability to perform under pressure and pay attention to detail

  • Advanced knowledge of Windows and Mac OS X environments,  computer hardware and software at an intermediate or advanced level

  • Advanced skill with Microsoft Office (Word, Excel) and Google Apps (Docs, Sheets)

  • Experienced in remote Client support including wireless LAN access, VPN, and Cable services.

  • Networking knowledge (OSI network layers, TCP/IP, VLANs, Firewalls)

  • Strong problem solving skills

  • Ability to learn new technology on the fly, and develop knowledge base articles as you resolve issues.

  • Exceptional customer service skills with the desire to exceed client expectations

  • Excellent interpersonal, presentation and relationship-building skills

  • Ability to demonstrate empathy and respond to others

  • Strong organizational and prioritization skills with the ability to multitask

  • Strong documentation skills.

  • Ability to pass a comprehensive background check.

 

Instructions for Applying to this Opportunity

To apply for this role you must submit a custom cover letter explaining why you are interested in this specific role at Casaplex.