Paragus IT is the largest outsourced vendor in the Pioneer Valley, and we are just getting started. We aspire to be serving 1000 customers across the entire country, and we won’t stop until we get there. Ranked as one of Forbes Small Giants, we have an intense focus on culture, people, process, and continuous improvement. We are determined to be the best at everything we do, and we aren’t afraid to do the work needed to get there.

Currently we are looking for someone who is motivated, professional, and serious about a long-term career in IT. Your primary responsibility as a Client Support Manager will be to ensure that the resolution of your clients' hardware, software, and network issues are completed with the highest quality of service. You will also be responsible for the resolution or escalation of client hardware, software, and network issues. You must be able prioritize issues according to initial scope and impact analysis of an issue. You will also be responsible for finding solutions and implementing them or determining if other resources are needed.

Responsibilities

• Serve as an advocate for your clients in Inbound Support Team, ensure that the day-to-day support clients are receiving is providing a consistently positive experience
• Properly document the needs of your clients per Support Documentation Best Practices to ensure the highest quality service delivery
• Determine solutions to recurring issues, trends, or other patterns that are identified, working with your team as necessary
• Translate needs, issues, and requests into solutions for our clients
• Troubleshoot and resolve technical issues either remotely or at a client site
• Be the subject matter expert for your clients and provide hands-on technical assistance for their issues, including escalated support requests
• Being a member of clients’ strategic team and ensuring that solutions align with their long-term goals

Ideal Candidate

We’re looking for a fun-loving person to join our family! Our ideal candidate would have excellent customer service and communication skills, both written and verbal. You’ll need to have a couple years of experience in the IT services world with a strong desire to solve problems. The ability to multi-task is of the utmost importance, as you’ll have many clients to juggle. You should have the ability to work independently, prioritize your work, and manage your time effectively, though we expect you to be a team player as well. We also want people who are smart, creative, and willing to share their ideas about how we can make Paragus an even better company. Lastly, we hope you love beer – whether that be Root Beer or a local IPA – because we certainly enjoy ending a successful day with a pour from one of our private taps in our staff pub. Beer not your thing? That’s fine, we’re also really into great coffee and sweet treats.

Qualifications

• Excellent relationship building experience and proven capability of providing customized solutions for clients based on their preferences
• Ability to diplomatically interact and communicate with all levels of an organization
• Ability to apply proper office management practices and administrative support processes
• Strong analytical and problem-solving skills
• Ability to remain calm under pressure and work in a fast-paced environment
• High degree of professionalism, attentiveness, and communication excellence (both verbal and written)
• Ability to work independently and within a team environment
• 3-5 years of experience supporting the Microsoft operating system environment and web/networked computing environments (Windows Server and Desktop, MS Exchange, Active Directory, O365, etc.)
• Intermediate knowledge of Microsoft suite of products (Outlook, Word, Excel PowerPoint, etc.) is required
• Exposure to help desk processes and procedures with experience with service desk management tools
• Ability to troubleshoot issues, identify solutions, and appropriately escalate issues
• Prior experience with help desk ticketing systems and service desk management tools (i.e. Remedy, ServiceNow, Connectwise, Autotask, N-central, Kaseya, etc.) is preferred
• Experience researching and identifying hardware solutions

Hours: Full time

Salary: $55,000-$65,000

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