At Novatech, we are on a mission to provide exceptional customer service in the business solutions industry. From managed print and managed IT to cybersecurity and cloud solutions, Novatech helps increase profits by empowering businesses to increase productivity, lower costs and drive growth through expert guidance and support of cutting-edge technology.
Imagine working for a company that awards innovation, teamwork, and growth. Novatech has been honored as an industry leader, a “Best and Brightest Company to work for," and we just keep getting better! Bring your talents to Novatech and immerse yourself in a company that provides great benefits, professional development, and a passionate team of co-workers!
If you're passionate about providing exceptional customer service and thrive in a fast-paced environment, we would love to have you on our team at Novatech as a Client Support Specialist. Join us in delivering outstanding service to our valued customers!
As a Client Support Specialist, you'll be on the front lines of our customer service efforts, assisting clients with their printer and copier needs. Your role is pivotal in ensuring our customers receive prompt and efficient support, contributing to their overall satisfaction. Handling a significant volume of calls each day, you'll engage with customers in a friendly and helpful manner, addressing their inquiries and guiding them through solutions.
Your Job:
- Provide friendly and efficient support to customers with printer and copier-related queries and issues over the phone.
- Collaborate closely with our sales and service teams to ensure seamless support and a positive customer experience.
- Manage a high volume of incoming calls, averaging between 50-100 calls per day, with professionalism and efficiency.
- Serve as the primary point of contact for all customer inquiries, promptly addressing their needs and concerns.
- Assist customers with pre-sales inquiries and basic troubleshooting, redirecting more technical issues when necessary.
- Process supply orders for customers, ensuring they receive the materials they need for their printers and copiers.
Tier 1 Support:
- Tech Support Skill: Offer basic troubleshooting assistance to customers and escalate more technical issues as required.
- Tech Support Skill: Offer basic troubleshooting assistance to customers and escalate more technical issues as required.
- Supplies Skill: Handle supply orders for customers, ensuring timely delivery of materials.
- Sales Skill: Redirect customer inquiries about purchasing machines, upgrades, or supplies to the appropriate channels.
- Operator Skill: Address a variety of customer needs, including technical support, billing inquiries, and transfers to specialized departments.
You Bring to Novatech:
- Experience with remote access tools
- Excellent customer service skills
- Detail oriented with the ability to multi-task.
- 1+ year experience in a help desk environment
- Basic hardware and software troubleshooting skills
- Ability to use the internet, including web browser and email etiquette
- Knowledge of current/recent Microsoft Windows and Mac OS
- A+, N+ Certification preferred
- Basic networking skills including working with TCP/IP/DHCP/DNS/SMTP/SMB
Novatech, Inc. Offers:
Novatech provides competitive compensation, great benefits, a positive upbeat culture, and ongoing professional development for your career.
- Market competitive salary based upon experience.
- Comprehensive benefit package including medical, prescription, dental, vision, life insurance and other supplemental coverage.
- 401(k) plan with matching company contribution
- Generous Paid Time Off, Volunteer Time Off, Floating Holiday, Company Holidays and Parental Leave
- $300 per year to contribute to achieving your personal wellness and fitness goals.
- Employee Recognition Programs
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- At least 1 year of experience in a help desk environment
- Experience with remote access tools
- Excellent customer service skills
- Detail-oriented and able to multitask
- Basic hardware and software troubleshooting skills
- Ability to use the internet, web browsers, and email professionally
- Knowledge of current or recent Microsoft Windows and Mac OS
- Basic networking skills, including TCP/IP, DHCP, DNS, SMTP, and SMB
- A+ certification
- Network+ certification
What We Do
As a firm with nearly three decades of experience perfecting business solutions that increase productivity, lower costs, minimize risks and drive growth, Novatech has learned a thing or two about enhancing the competitive edge, for our clients and us. To do that, we’ve studied nearly every business playbook, continually test, evaluate and benchmark technology and optimize our services to ensure we’re relevant to the needs of each client. Helping them level-up and stay a step ahead of their competition. To equip organizations of all sizes with the tools they need to thrive in the reality of now, while also embracing the future, we've developed the Novatech Managed Office. This 100% turnkey solution equips business owners and their teams with the security and flexibility that underpins business success… around the clock. The Managed Office Includes: • Managed IT • Managed Print • Managed Cloud • Managed Security
