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Reactive Support Technician

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.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. This is not a comprehensive list. Duties, responsibilities, and activities may change due to business demands. New ones may be assigned at any time, with or without notice.

Compensation: $40,000.00 - $45,000.00 per year

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Run Business Solutions is an IT Managed Services and Website Services provider based in Amarillo, TX. Since 2007, we’ve supported small to mid-sized businesses both regionally and throughout the country. We pride ourselves in helping businesses leverage technology, not just tolerate it. Runbiz is focused on enthusiastically providing excellent technical strategy, services, and solutions that drive our customers' businesses forward. We are passionate about our mission to empower people to do what they do well. Teamwork is the bedrock of the runbiz™ culture. We believe that every team player is what makes Runbiz successful. Our culture and core values are what set us apart. We must be a group of exceptional team players if we are to be an exceptional company. We believe in empowering our team, not only with the tools necessary to get the job done, but also with the confidence and freedom to do the right thing for our customers and teammates. We each understand the essence of our roles, we are motivated by empowering people to do what they do well and have clarity on how to play a part in the vision.

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Benefits

Paid Time Off
Paid Holidays
Medical, Dental and Vision Insurance
Health Savings Account
Long Term Disability
Basic Life Insurance
Voluntary Life Insurance
Simple IRA

runbiz Logo Merchandise

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Amarillo Little Theater and Symphony Tickets

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