Technical Account Representative

OverviewAt TurnPoint, a leading Managed Service Provider (MSP), we are pioneering innovative technical solutions that are transforming the ways businesses operate. Are you someone with a background in customer service looking to break into technology? This role at a fast-paced, boutique IT firm may be for you. No previous tech experience is required, just enthusiasm for technology and a desire to help solve issues. We will provide you with the tech training necessary to succeed at TurnPoint, in this role and beyond.
You will function as the administrative point person on the TurnPoint Service Desk team for this client, including: leading meetings with this client's stakeholders, reviewing tickets to identify items needing escalation/attention (and any roadblocks), escalating VIP tickets, and just generally keeping our talented team of professionals set up for success. You will work hand-in-hand with the scrum master, project managers and technicians, and even senior leadership as necessary. You will be in charge of escalating key executive and tech issues appropriately to managers. We anticipate that 80% of your time will be focused on this specific client.Key TechnologiesExperience Preferred

• Windows 11+
• Windows Server 2022+
• Apple Operating Systems
• Microsoft 365, including Microsoft Teams and Microsoft Outlook
• Asana
• Airtable

Key Responsibilities

• Customer Service Responsibilities: 60%
• Project Management:30%
• Leadership: 8%
• Special Requirements: 2%

Customer Service Responsibilities: 60%

• Triaging customer requests over email and phone
• Dispatching tasks to colleagues
• Scheduling work with customers
• Perform tech tasks as self-assigned and assigned by tech managers (and ancillary procurement tasks as necessary)
• Consulting with customers to determine the severity and impact of their issues
• Act as liaison between clients and technical staff.
• Function as client interface on phones and ticket thread intake including:
  
  • o Provide support Monday – Friday, 8AM-5PM PT and rare after hours work as required.
  • o Proactively identify, prioritize, diagnose, troubleshoot customer service issues and escalate accordingly.
  • o Maintain awareness of current work and status, managing tasks through to successful closure.
  • o Create tasks, to contribute to client onsite visits and related meetings.
  • o Effectively utilize online tools: ZenDesk, Asana, Airtable, OneNote and other tools as required.
  • o Monitor and update all assigned tickets on a daily basis.
  • o Record and document tech processes to contribute to TurnPoint Tech Manual.

Projects: 30%

• Prepare for and run client meetings, ensuring that the appropriate technical resources from TurnPoint are on those meetings.
• Ensure that the clients inventory stays up to date and that we are being proactive about ordering equipment to stay ahead of their hiring needs.
• Ensure the success of tickets and projects by helping the team plan the most efficient way of handling on-site related tasks.
• In conjunction with leadership, work on various projects across departments (including operations, tech, and customer service).

Leadership Responsibilities: 8%

• Exemplify and champion superior client communication and service.
• Emphasize quality, continuous improvement and high performance.
• Enact and champion company policies.
• Track, route and redirect issues to correct resources and internal team for support.
• Balance support ticket threads, task execution and project work for timely completion.
• Escalate unresolved client queries to the next level of support properly and in a timely manner.
• Adhere to workflow best practices: attention to detail, thoroughness and follow-through.
• Train and mentor the tech team on proper customer service strategies, including issues that are specific to the client you are focused on.

Special Position Requirements: 2%

• Obtain and maintain technical certifications as required. 
• Other duties as assigned.

Physical Demands & Work Environment

• Ability to move equipment and lift 50 lbs. as required.

SummaryAt TurnPoint, you'll be part of a team that values collaboration, innovation, and diverse perspectives. We believe in continuous learning and invest in the growth of our employees, including continuous growth and professional development.BenefitsOur comprehensive benefits package includes 2 weeks of paid time off, 100% employer-covered health insurance, Flexible Savings Account, 401K eligibility after 6 months, and more, and we offer flexible work arrangements.Job LocationThough our headquarters are located in Seattle, WA we are open to remote work for the right candidate.Equal OpportunityTurnPoint is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.Salary RangeCompetitive salary commensurate with experience. The salary range for this role is $45K-65K.Application ProcessInterested candidates should submit a resume, cover letter, and any additional required information to TurnPoint HR.
By joining us as a Technical Account Representative, you will not just be stepping into a new job - you'll be taking a crucial role in a transformative journey, both for TurnPoint and the clients we proudly serve. If you're ready to take your customer service and technical skills to the next level in an exciting, fast-paced environment, we can't wait to hear from you.