Open Tier Systems, LLC, located in Blue Bell, PA, provides professional IT, VoIP and networking solutions and services for small to medium sized businesses in Southeastern Pennsylvania.

We are seeking a full-time Client Services Representative. This position is ideal for someone who enjoys working with people and is interested in an entry level position in IT. Primary responsibility is to act as a liaison and be the first point of contact for clients seeking technical support over the phone. This individual actively listens to client issues and accurately and efficiently gathers pertinent information to open or revise support tickets and communicates with technical support staff regarding the issues. This position is also responsibile for receiving/logging in packages and inventory, organizing inventory required for client site installations and projects, sending alerts and coordinating with clients to schedule technicians for on-site visits.

Our company is growing, and this is an excellent opportunity for the right person to learn and advance in IT.

Responsibilities

• Handle incoming calls from clients
• Open and/or revise accurate and complete support tickets in ConnectWise Manage
• Build trust with our clients
• Be familiar with necessary client information
• Identify and assess clients’ needs to achieve satisfaction
• Provide accurate, valid and complete information by using the right methods/tools
• Communicate effectively and collaborate with individuals/teams to ensure client success
• Escalate unresolved issues to the appropriate individual or team
• Maintain client records by updating ConnectWise Manage upon a client or team member’s request
• Receive, organize and log in packages/products/inventory, send alerts and schedule technical support for on-sites
• Package to ship UPS, FedEx and other express packages and deliver to shipping agent
• Work on special projects and perform additional duties as assigned

Position Requirements

• High School Diploma
• A+ Certification desirable
• 1+ year experience in client services environment
• Proficiency in Microsoft Office 365 Suite
• Proficiency in English
• Experience with PSA/CRM software
• Excellent communication skills
• Pleasant with excellent interpersonal skills
• Level-headed and calm demeanor
• Team-oriented
• Excellent keyboarding/typing skills

Other Qualifications

• Valid Driver’s license and Reliable Transportation

Work Hours: 8:30 – 5:00 Monday through Friday

Work location: Full-time in office

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Application Question(s):

• Are you reliably able to commute to Blue Bell, PA Monday through Friday?
• Are you willing to undergo a background check?

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Preferred)

License/Certification:

• Driver's License (Required)

Work Location: In person

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