Customer Success Representative

Job Summary

The Customer Success Representative (CSR) position will be responsible for developing and maintaining a successful relationship for their assigned Clients. The CSR is the face of Brite for our managed IT Clients and is required to be forward thinking, confident, well organized, and can handle difficult conversations, such as communicating reactive outages.

ESSENTIAL FUNCTIONS

• Analyze past service tickets and alerts for your assigned customers and determine whether improvements need to be made.
• Schedule monthly reviews with clients to review reports and helpdesk statistics.
• Create service tickets or opportunities and assign to either the NOC or STC.
• Analyze compliance for Windows patching.
• Identify gaps or improvements needed for networks, server hardware & operating systems, Microsoft 365, Azure, and cybersecurity.
• Meet with STCs, Customer Success Manager, Service Delivery Managers, & Account Managers to communicate findings for outstanding client issues.
• Create tickets for the NOC team to handle remediation of issues identified during analysis.
• Update and maintain accurate details in documentation center.
• Prepare for and attend weekly service meetings, daily huddle meetings and regularly scheduled Standards & Alignment meetings.
• Consistently follow through on findings to ensure issues are being completed or recommended.
• Create service tickets to address client issues and follow established procedures for service ticket follow-up and escalation when necessary.
• Attend company-sponsored service and product training events.
• Participate in vendor certification programs.

OTHER DUTIES

Accomplishes all other duties and tasks as appropriately assigned.

EDUCATION & EXPERIENCE

• Strong background in Information Technology with high level of detail, organization, and communication skills.
• Bachelor’s degree preferred.
• Knowledge in PSA, RMM, and other MSP Tools.
• IT certifications preferred (A+, Server+, Security+, Microsoft).
• Minimum of 2 years of experience as a Systems Administrator, IT Manager or in service delivery or an equivalent combination of education and experience sufficient to successfully perform the essential duties.

KNOWLEDGE, SKILLS & ABILITIES

• Must have an understanding with Microsoft 365, Azure, Windows Servers, installing and maintaining computer hardware, operating systems, networks, and software applications in a business setting.
• Ability to adapt changes in Customer behavior due to outstanding issues.
• Ability to teach others.
• Strong and formal written and verbal communication skills.
• Ability to handle stressful situations in a congenial manner.
• Excellent organization and administrative skills.
• Ability to plan and prioritize to achieve a defined objective.
• Ability to review processes and recommend changes through a change management process.
• Attention to detail.
• Ability to audit and find technical discrepancies.
• Ability to work independently or as a team.

PHYSICAL DEMANDS & WORK ENVIRONMENT

Regularly required to stand, walk, sit, use hands; and reach with hands and arms. Must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The noise level in the work environment is usually moderate.