IT Reactive Support Tech

Position Summary / Essence of the Role: 

The essence of the Reactive Support Technician is to make clients happy. Although “fixing problems” is a key component, the essence is more about managing the client’s expectations. This role is the front lines and “face” of runbiz. Reactive Support Technicians will interact with every client and touch every piece of technology. Because of that, the Reactive Support Technician is a critical and important role at runbiz.  To achieve excellence in this role, the Reactive Support Technician will need to be passionate about communication with clients and solving technical issues. They should be motivated by the fact that the customer is happy with the resolved issue along with the appropriate communications and expectations. The Reactive Support Technician should take pride that the customer would want to call and speak to them to help solve their issue. 

The Reactive Support Technician also has the responsibility of identifying patterns and issues in our process and delivery. They should put forth ideas to resolve recurring issues. The Reactive Support Technician is also critical in maintaining the appropriate documentation. While being the front-lines of runbiz, they should have a close ear to what is happening at each client, and provide feedback to other service delivery areas about changes, concerns, and wins. 

Essential Roles and Responsibilities:

·    Quickly set expectations on each ticket

·    Quickly resolve reactive service issues

·    Recommend best practices / automation

·    Document all tasks in the ticket 

·    Maintain/update documentation in our documentation library

·    Escalate tickets to appropriate resources when necessary

Expected Outcomes:

When the essence of the role is understood, and the roles and responsibilities are performed with discipline the outcomes below will be expected. 

Success in this role will be measured by the following:

• Clients value the support experience; they positively rate their experience.
• Exceeding the goals set forth in the runbiz World-class Dashboard
• Fewer than 10% of tickets escalated
• The Reactive Support Technician is growing in both technical knowledge and business acumen
• Client’s expectations are consistently managed in the support process, and issues are resolved quickly (resolution time)

Qualifications and Requirements: 

• Understand the essence of the role
• Get It, Want It and Have the Capacity to Do this job
• Live by runbiz core values:

Kindness – caring, respectful & patient

Integrity – honest, dependable and doing the right thing

Excellence – learning, improving and managing expectations

Servant Heart – humble, helpful, and positive

Teamwork – team players, playing for the good of others

• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude
• Must enjoy working with customers
• Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Communication, Oral - Speaks clearly and persuasively; listens and gets clarification; responds well to questions; participates in meetings.
• Communication, Written - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively.

Education:

·    Bachelor’s Degree preferred, Field of Study: IT or related technical field

Experience:

·    2 years previous experience in a technical role preferred

Certifications & Licenses:

·    IT industry certifications are preferred, specifically Microsoft

Skills:

·    PC troubleshooting (applications, connectivity, printing)

·    Proficient with Microsoft Office (Word, Excel, PowerPoint)

·    Understanding of popular e-mail systems (Office 365, Gmail)

·    Basic knowledge of technology infrastructure, networks, connectivity, security, and common business software applications

Physical Requirements:

·    Must be able to read, comprehend, type and speak English clearly on the phone

·    Prolonged periods of sitting at a desk and working on a computer

·    Ability to type 50 words per minute

·    Some lifting of PC and server equipment

·    Ability to maintain regular, punctual attendance.