Job Description
This is a remote position.
Our client is looking for a
Customer Support / IT Administrative Assistant
– a full-time, 100% remote role supporting a growth-oriented IT services firm. They are a dynamic player in the IT services sector with over a decade of experience enabling clients with technical infrastructure, and recently expanded their service model and client portfolio in key U.S. markets
Responsibilities
Act as the first point of contact for end-clients: answer incoming calls, emails or chats, collect required information and generate service tickets in the CRM system.
Deliver top-tier customer service by handling customer inquiries and interactions via phone, email or chat with professionalism and clarity.
Coordinate and manage scheduling tasks: arrange appointments, meetings and dispatch jobs to the technical team as needed.
Maintain precise records including service tickets, client details and internal communications, ensuring all entries are accurate and up to date.
Manage multiple requests simultaneously, prioritising tasks for efficiency while maintaining high standards of quality.
Requirements
Previous experience in customer service, dispatch or administrative support, ideally within an IT service provider (MSP) environment.
Bilingual communication skills: excellent written and verbal command of both English and Spanish.
Technical comfort with PSA tools (experience using ConnectWise is a plus) and the Microsoft 365 suite.
Strong attention to detail: able to juggle and prioritise multiple tasks, ensuring deadlines are met without sacrificing quality.
Problem-solving aptitude: able to identify issues promptly and escalate them appropriately when needed.
Qualifications
Able to work independently as a self-starter with minimal supervision.
Well-organised and adaptable, comfortable working in a fast-paced, evolving environment.
Professional demeanour: committed to delivering exceptional service and fostering strong client relationships.
Available to work full-time in a remote environment, aligned with the team’s time-zones and business hours.
Benefits
Full-time, 100% remote position
.
An opportunity to join a high-growth IT-services organisation with a collaborative culture and strong client focus.
Supportive and collaborative team culture.
Exposure to cutting-edge IT tools and processes.