Client Success Administrator
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Job Description
Client Success Administrator supporting client requests and account managers at Tech-Keys, a Managed Service Provider. Managing tickets, vendors, documentation, and service delivery quality remotely.
Responsibilities:
- Provide administrative support to clients and account managers
- Coordinate and resolve client requests from start to finish
- Communicate clearly and professionally with clients throughout every request
- Maintain and update documentation and client records
- Ensure service delivery quality at all times
- Work on approximately 15 requests each day and resolve 7–10 of them
- Provide the best possible outcome for clients on every request
- Keep assigned tickets organized and updated
- Follow up on outstanding vendor and third-party items until they are closed
- Escalate requests to the account manager when their decision is required
Requirements:
- Proven experience in an administrative, coordination, or client support role for at least 2 years
- Experience working at a Managed Service Provider, or at least Tier 2 level IT support experience
- Excellent customer service and communication skills
- Excellent written and verbal English
- Excellent organizational skills and attention to detail
- Experience working in a ticketing system
- Ownership of assigned tasks and seeing each one through to completion
- Basic understanding of technology in a business environment
- Working familiarity with software licensing, renewals, and ordering
- Availability during US Eastern business hours, 8:30am–5:30pm ET (approximately 2:30pm–11:30pm SAST)
- Reliable internet and a suitable home working environment
- Experience with ConnectWise or a similar PSA is a plus
- Experience in 365 administration is a plus
- Experience coordinating with vendors or telecom carriers is a plus
Benefits:
- Culture that prioritizes care for clients and each other
- Be Fun & Balanced core value
- Positive, supportive team culture
- Work that matters
- Growth opportunities implied by a growing, industry-leading company
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