What are the responsibilities and job description for the Super Support Team (SST) Representative - Tier II position at Advanced Technology Consulting (ATC)?
About ATC
ATC is an independent IT consulting firm delivering segment-specific expertise across five core practices: Voice, Network, Cloud, Cybersecurity, and Data & AI. We help organizations modernize infrastructure, strengthen security posture, and leverage emerging technologies to drive business outcomes.
We’re looking for an experienced, forward-thinking, performance-driven customer support professional to help continue (and expand) our record of excellent customer support.
With an office located right in the heart of Liberty Center, our space is designed to foster collaboration, creativity, and connection. Our space reflects who we are — innovative, energetic, and built for high performance. Our contemporary office offers walkable dining, retail, and entertainment — creating a workday experience that extends beyond your desk.
The Opportunity
Everyone says they take care of their clients. We back that claim up with data. Maintaining a CSAT of 96% and above is a full time job. In fact, it takes a team. This role blends strategy and execution. Serving as a front-line customer support representative, you'll handle the more complex and/or technical requests, as well as be our internal liaison between the Super Support Team (SST) and our Delta Team of Consultants. Additionally, you will become the point person for SST's special projects, as well as an implementation resource for our Delta Team.
You’ll collaborate closely with our consultants, clients, vendor partners, and leadership to align SST efforts with revenue goals.
What You’ll Do
· Support Existing Client Requests: Moves, Adds, Changes, Deletions, Repair Requests, Etc.
· Utilize company-provided software platforms to keep updated client records
· Communicate updates between clients and vendors
· Learn new technologies and acquire industry recognized certifications
· Provide “Tier II” level support for more complex tickets and/or escalations
· Serve as an internal liaison between SST and the Delta Team
· Assist Delta Team with client implementations and/or special projects
· Responsible for updating and maintaining SST reporting and metrics
· Identify and carry out additional projects within the scope of SST (e.g. password resets, account management lists, etc.)
What You Bring
- Experience in IT customer service and support (focus in UCaaS, CCaaS, CX/EX, Data Networks a plus)
- Proven experience servicing client accounts
- Understanding of troubleshooting methods in the core areas of IT we service
- Experience building reports and analyzing performance metrics
- Technical aptitude to quickly understand complex IT solutions
Who You Are
- Data-driven but creatively wired
- Self-motivated with strong ownership mindset
- Comfortable working cross-functionally with sales and technology teams
- Curious about emerging tech
- Organized and capable of managing multiple initiatives simultaneously
- Energized by fast-paced, entrepreneurial environments
Our Culture
- At ATC, we combine high performance with strong community engagement. We actively support volunteerism and sponsor numerous community initiatives each year. We value collaboration, professional growth, and building something meaningful together.