Client Service Technician

Job Title: Client Service Technician Location: Headquarters (Clayton, MO)

Job Category: 100% Technical Reports To: Service Desk Team Lead

Department/Group: Service Level/Salary Range: Level 1

Required Skills:

·       Understand and execute excellent customer service

·       Strong belief in customer service and business ethics

·       Sense of urgency and ability to change focus quickly

·       Strong desire to learn new technologies

·       Patience, listening, empathy and clear communication

·       Assertiveness

·       Experience with Active Directory, Windows 7/8/10, Microsoft Office

·       Experience with IPhone and Android Systems

·       Ability to work in a fast-paced environment, meet deadlines and work under pressure

·       Ability to extract technical details

·       Exceptional analytic and problemsolving skills

Job Duties

·       1st point of contact for client issues, concerns and questions

·       Improve customer service, perception, and satisfaction

·       Manage and ensure contact lists for all clients is accurate always

·       Accurately relay customer information to technicians through ticketing system, instant messaging and phone

·       Windows User account management

·       Timely Management of active requests in ticketing system

·       Schedule Field Technicians for onsite visits

·       Fast turnaround of customer requests

Positional Goals

·       Customer Service: Provide exceptional customer service at all times; Conducting yourself in a professional and personable manner. 

·       Utilization: Maintain a minimum of 75% billable time per month while continually increasing value to the clients

·       Time Management: Ensure all client issues are taken care of in the scheduled time allotted and are recorded in ticketing system

·       Performance: Work must be high quality and presentable to clients and staff.



·       1 year in a technical service position providing end-user support

·   Previous technical training, school, on the job, self-study is all accepted

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