JOB DESCRIPTION:
This position is a member of the Operations Team and reports to the Vice President, Operations. The primary job function is to handle incoming customer communication and act as the customer advocate to interface between customers and the Incentra ITOC/engineering staff as well as vendors/manufacturers. The CSA will own the customer incident through problem resolution as they look for trends to proactively assist the support and sales organizations. This includes initial incident triage, creation and management of incident tickets and occasionally will perform basic application changes. The CSA will also assist the ITOC System Administrators in regards to vendor and customer notifications, updates, escalations and reporting projects.
LOCATION:
Broomfield, CO
POSITION RESPONSIBILITIES:
- Must be able to work all shifts 24x7x365. This includes nights, weekends and holidays
- Direct interaction with customers, partners and field engineers via phone or email
- Creation and escalation management of trouble tickets
- Ensure thorough incident triage is executed with the objective of resolving as many issues as possible; escalate problem resolution promptly when considered necessary per SLA
- Ensure prompt accurate status updates to customers and management
- Develop and utilize procedures to document incidents, recommend improvements to ensure processes are updated and enforced
- Creation and maintenance of internal documentation
- Infrastructure monitoring
POSITION QUALIFICATIONS:
Technical Skills
Working knowledge of Microsoft Word, Excel and Outlook
Experience with UNIX and Windows systems
Basic understanding of data backup strategies
Experience with system monitoring application
Interpersonal Skills
Srong oral and written communications and interpersonal skills
Ability to analyze problems and recommend or initiate appropriate corrective action
Ability to prioritize, organize and coordinate simultaneous tasks and/or projects
Ability to work independently within parameters set by management
Establish and maintain effective work relationships with all departments/divisions
Assist to establish and maintain a positive and productive work environment and minimize personal conflicts
Perform such individual assignments as management may direct
Follow company policies, procedures, practices and standards of conduct as outlined in the corporate manual
Is dedicated to meeting or exceeding the expectations and requirements of internal and external customers
Experience
About Presilient
Presilient, LLC (www.presilient.com) is a provider of world-class edge-to-core IT service operations support to enterprises, resellers and managed service providers worldwide. We provide centralized, outsourced monitoring & management solutions for our customers existing Networks, Servers, Storage, and Applications.