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Customer Success Representative & Help Desk Technician

Scottsdale, AZ
FocusIT, Inc. is a technology provider specializing in Software as a Solution (SaaS) products for the mortgage and financial services industries. The Company has enjoyed continuous growth since being founded in 2002 and has built a team of employees throughout the United States, all working virtually from home offices.

Responsibilities of the Customer Success Representative & Help Desk Technician
The Customer Success Representative & Help Desk Technician is responsible for responding to a variety of incoming service inquiries in a timely and professional manner. Every customer ticket/case provides the chance to solve a problem and make the customer happy. While tech proficiency is preferred, customer service and people skills are the top priority for this role.   
Additional position details include serving as the second point of contact for customers seeking technical assistance via phone, chat and email; documenting customer requests in the Company’s web-based ticket system; projecting a favorable image of the Company to customers; and providing a friendly, professional and efficient resolution to customer inquiries.
This role will be supported by a strong team of peers and will report directly to the Company President. This position is fully remote (home office!) on a full-time basis, typically following an 8am-5pm schedule on the PST or MST time zone.

Requirements of the Customer Success Representative & Help Desk Technician
  • Associates degree preferred
  • 2+ years in a customer service and/or help desk role focused on application support
  • High computer proficiency and a passion for software
  • Ability to work with minimal supervision, while meeting SLA’s
  • Organizational skills with superb attention to detail

Compensation and Benefits Package for the Customer Success Representative & Help Desk Technician
This is a full-time, permanent position with competitive starting salary, benefits package and a strong Company culture. The Company also offers 15 days of Paid Time Off in this first year of employment, along with 11 paid holidays per year, for a total of 26 paid days off in the first 12 months! This position also has the benefit of working remotely from home, receiving a monthly home office reimbursement, and working a consistent schedule that is typically 40 hours.
Recruiting Process for the Customer Success Representative & Help Desk Technician
The recruiting process is designed to ensure that we make the right hire for this critical position and will include a combination of phone and web-based interviews, candidate assessments, and a pre-employment background check.
The Company is an Equal Opportunity Employer!

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