Benefits:

401(k)

Dental insurance

Health insurance

Paid time off

Vision insurance

Job Description: The Customer Engagement Specialist works closely with the Network Operation Center technicians, manager, to ensure customers receive quick and professional responses. Daily responsibilities that can vary day to day and is primarily responsible for handling tickets that have escalated beyond initial troubleshooting, making sure all escalations are addressed, ensuring proper format and documentation, scheduling technicians, company vehicle maintenance, reports, email handling, travel schedule, and other duties as assigned by NOC Manager or Senior Management. This is not a remote position and is required to work onsite in our Norfolk MA location.

Why you will love working here:

Competitive benefits including 401(k), health, dental, and vision insurance

Paid time off so you can recharge

Opportunities for growth and career advancement

A collaborative, innovative culture where your voice matters

What you will be doing:

You will be the first contact with the customer and will need to promptly and professionally set expectations, update, and inform of status.

Assisting with tickets to make sure they are properly escalated by monitoring, updating and making sure they are closed when completed.

Making sure all information is properly documented

Maintain and monitor all CRM ticketing to ensure response and resolution meet or exceed service level agreements and Management's expectations for response time, proper documentation and resolution procedures are adhered to.

Schedule technicians, Field, in-house and contractors (This includes but not limited to: site visits, scheduled tickets and on call rotation.)

Communicate with staff, customers, and partners to ensure issues are addressed quickly and professionally, tickets are properly handled, and documentation is updated, etc.

Responsible for overseeing and or handling when necessary; inventory, RMA processing, shipping, NOC supplies, equipment scheduling, overall appearance of NOC, tools and equipment for NOC and Field Technicians

Effective communication with technicians, customers, team members on all items in relation to tickets

Develop a customer care philosophy that ensures customer satisfaction

Communicate expectations to team members.

Assist in training new employees in correct ticket handling, company process, phones, etc.

Responsible for company vehicle maintenance scheduling

Make Travel arrangements for Employees, (including but not limited, hotels, airfare, car rental, per-diam, etc.)

Technical experience required

Other duties as assigned

What you bring:

Excellent communication, and writing skills

Ability to multitask and prioritize task at same time

Strong computer and Microsoft office platforms

Familiar with ticket tracking software