Job Description

Since 2000, continued growth has hastened our need for customer service representatives. This customer support position is based in Oakland, California and is available for employees to work remotely. As part of our service team you will answer and expedite high volume incoming calls in a timely manner.

If you are experienced in customer support and/or dispatch services and you are interested in working in a more technical environment, Xantrion might be for you.

The overall objective of the customer service representative role is to coordinate workflow for service desk technicians and consultants who, in turn, provide service to our clients, such as:

• Answer high volume incoming calls from our call center.
• Identify incoming service requests within ConnectWise dispatch board and removing unwanted SPAM.
• Perform ticket triage by clarifying and updating fields within tickets to ensure technicians are able to quickly and accurately gauge the scope of the service requests.
• Schedule tickets to the most appropriate resources based on urgency, availability, and technical skill level.
• Adhere to internal security policies by seeking approval for access changes in service requests from client's IT liaison in writing, where appropriate.
• Set client expectations, when needed, regarding availability of resources for tickets that come into the service board and tickets that require re-dispatch.
• Maintain an awareness of trends in client’s service requests and alert service managers or primary consultants to recurring issues, particularly when problems reported may be indicative of a larger issue.
• Forecast workload for support staff, including weekend and after-hour work, in order to assist with scheduling and escalating work.
• Prepare resource schedules for help desk coverage, escalation engineers, on-call resources, and team meetings.
• Update client information (i.e. client engineer assignments, primary liaisons, etc.) as needed.
• Periodically review open requests and verify their status, proper client agreements are selected, and a resource is assigned.

REQUIRED CUSTOMER SERVICE EXPERIENCE AND QUALIFICATIONS

• High school diploma or equivalent.
• 3 - 5 years in dispatching, office administration, or customer support.
• Ability to quickly and accurately determine incident scope and impact.
• Demonstrable competency in use of Microsoft Office products:
  • Outlook - high level for e-mail and organizational tracking tasks
  • Excel / Word - intermediate skill
• Ability to multitask with an appropriate sense of urgency.
• Superior customer service and communication skills, both written and verbal.
• Efficient time management skills.
• Superior documentation and follow-up skills.

BENEFITS

• Salary commensurate with customer service representative experience. 
• 100% of medical, dental, and vision for you and your family.
• 401 K with company match up to 4% of salary.
• 17 days/year PTO.
• Certification and training reimbursement.
• Bonuses for referring new clients or employees.

If you're among the best of the best and ready to take your customer service representative career to the next level, apply today.

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