Lyra Technology Group is looking for a talented Support Associate for one of their operating companies, Altourage.

A bit about Lyra…

Lyra Technology Group is a family of industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

We made our first acquisition at the beginning of 2018. Now, we hold a controlling stake in 60 companies and are continuing to grow. Our companies employ over 3,000 team members within multiple countries. Each company is led by its own management team and we are incredibly proud of the work they do.

A bit about Altourage…

Altourage is a leading managed services provider specializing in IT and cybersecurity solutions. With a diverse clientele spanning financial services, professional services, as well as other sectors, they are committed to delivering top-notch technology solutions tailored to our clients' unique needs.

Overview

A strong Support Associate (SA) plays an outsized role at Altourage. We know that your interactions with our clients are the most important element in their decision on whether to keep working with us, how much to trust us and how often they refer new clients. Maintaining and nurturing our client relationships is the most important factor in your personal success at Altourage. At Altourage, it’s not just about fixing our clients’ problems. It’s about helping our clients who use the technology we maintain for them. It’s reflected in the way we talk, the emails we write, the notes we take and our desire to go that extra mile for our clients.

A Support Associate is part of the Service Desk that supports our clients. You will work as a team to handle incoming support requests and communicate with our clients. You will also interact with other Altourage teams to collaborate on internal Altourage requests and other client projects. A Support Associate is expected to commute to the Altourage main office up to 5 days per week.

Responsibilities

On-site Appointments

• Preparing and executing all on-site appointments with a demeanor that upholds and strengthens our core mission statement

• Identifying important client-initiated scope changes unrelated to your original appointment deliverables, and handing them off to our remote support team in a way that prevents client care situations

• Maintaining your Altourage-provided on-site toolkit Queue and Ticket Management

• Working with your team to support your clients by ensuring that your tickets are handled according to Altourage best practices

• Actioning appropriate escalated tickets from the Manila Service Desk, and tickets assigned directly to the Service Desk

• Managing your calendar and workload to respond to requests within our contractual SLA requirements

• Recognizing and informing the Service Desk Queue Manager and SM when you are at your limit to handle incoming requests so they can react and maintain our SLA commitments

• Correctly accounting for your time and properly documenting your assigned tickets, as well as updating our internal documentation according to best practices

• Properly prioritizing and escalating tickets, client care situations and potential sales opportunities in a timely manner

Client Management

• Treating our clients and your team with professionalism, respect, patience and care

• Maintaining excellent communication with clients and your team to ensure tickets are properly handled and clients are well-informed of the ticket progress

• Serving as the preferred touch point for incoming requests for certain clients

• Retaining technical and client personality knowledge required to provide excellent customer service for your preferred clients

Technology Management

• Reading, learning, and mastering all relevant best practice documentation for your position, including ticket management, technology and security standards and time tracking

• Staying current with our technology standards, tools and methods, as well as with their underlying technologies

• Abiding by Altourage’s security and confidentiality requirements

If this opportunity sounds like a fit for you, let’s have a conversation.