Here at Entre Technology Services we provide exceptional onsite and remote IT support to small and medium size businesses across Montana, Wyoming and beyond. We work with a variety of businesses and organizations from Legal, Accounting, Medical, Dental, Manufacturing, Trucking, and nonprofits. We want employees that hold our core values of: Invest in Others, Embrace the Hustle, and the desire to Be Better. Our core focus is to Create Raving Fans every day.
Essential Duties and Responsibilities:
- Answer incoming phone calls for Service Desk
- Triage service tickets to point of assignment.
- Maintain client contact information
- Complete information gathering to ensure service ticket details are available when needed by a technical resource
- Monitor Service Team board for new and critical/high tickets, assign tickets to a resource for resolution
- Serve as first point of contact on outstanding client tickets/service issues and provide appropriate ticket “status” to client and Entre team
- Assist with continued improvement of customer service, perception and client satisfaction
- Understand, improve, and implement processes in client ticketing system by completing training materials provided by vendor
- Serve as dispatch process expert
- Schedule service tickets to technical resources using appropriate priority, service level and resource
- Maintain effective communication via available communication channels with Entre Team and clients
- Escalate service tickets as needed
- Perform client follow-up to verify final resolution and determine satisfaction level
- Understand overall service desk objectives
- Understand role and function of team members
- Assist admin team in providing reporting and metrics
- Be alert to Entre business opportunities when working with clients, refer to appropriate resource
- Be sensitive to and aware of Entre’s performance in servicing the needs of our clients
- Keep apprised of changes in the industry that affect our business clients and their technology needs
- Participate in new technologies research and evaluation suitable for our market and business clients/prospects
- Assist with some lifting as required, such as computers, displays, and small-form factor printers
Education and Certifications:
- High School Diploma/GED Required
Professional Experience and Requirements:
- Proven track record of excellent customer service skills (employee of the month awards, etc.)
- Passionate about customer care and professional growth
- Communication skills – verbal and written
- Organization Skills
- Ability to multi-task in fast paced environment
- Customer service personality and likeability
- Professional, neat appearance
- Ability to have empathy towards customers
- “Get the job done” mentality; flexible in performing a variety of tasks; has a sense of urgency about getting things done
Preferred/Highly Desired:
- Education in Computer Science
- IT Support Experience in MSP environment
Job Hours:
8 hours per day, 40 hours per week. Some daily flexibility required to accomplish mutually agreed goals and satisfy client special needs
Compensation:
- DOE
- Full benefits available for permanent, full-time employees, partial benefits available for temporary, full-time employees
Skills Required
- High School Diploma or GED
- Proven track record of excellent customer service
- Strong verbal and written communication skills
- Organizational skills and ability to multi-task in a fast-paced environment
- Customer service personality, empathy, and professional appearance
- Ability to prioritize, escalate, and follow up on service tickets
- Familiarity with service desk/ticketing workflows and dispatch processes
- Ability to perform light lifting of equipment when required
- Passion for customer care and professional growth
- Education in Computer Science
- IT support experience in an MSP environment
What We Do
Entre is a technology services company that provides computer and technology support, managed services, and consulting. We specialize in networks with 5-100+ users. Most of our clients are small businesses and organizations that aren’t large enough to have an internal IT Department. We focus on two core principles: Keeping our prices fair and reasonable, and Responding quickly to our client’s needs. Entre has been providing technology services to Montana and the Rocky Mountain region for over 30 years. We have locations in Billings, Bozeman, Helena, Great Falls, and Missoula. Entre has over 30 employees on staff that include: Microsoft Certified engineers, Office 365 specialists, and computer education consultants. You can outsource your whole IT operation to us, bring us in for a consultation, or call us for routine and emergency support. We are a certified partner for Microsoft, VMware, Dell and other top tier technology vendors. Entre has the expertise and experience to assist in the selection, implementation, and support of computer technology and integrated information systems. We are accustomed to providing these technical resources in a primary or complementary role including special outsourcing arrangements.
