Client Advocate / Customer Success Manager

This position is available immediately offering competitive pay based on skill level and experience.

We are an established IT Consulting company and MSP in business for 20 years. We provide technical support, integrations, and consulting services to commercial industry, and we are looking for a Client Advocate who is willing and motivated to learn and grow within the organization. This individual must be very organized and personable with a great attitude, be able to work well in a team environment, and genuinely care about meeting customer needs. Excellent work ethic combined with consistent performance, reliability and attendance are top priorities.

This position focuses on interfacing with our loyal clients, building rapport and assuring that their needs are being met. You could say that this position spans from being a Customer Service Representative to Project Management, with a small amount of Sales mindset built in.

This role requires at least an entry level to moderate technical skills and understanding, and may be asked to perform basic functions like password resets, or walking customers through simple processes.  Due to the teamwork required, this position requires working in onsite in our Delray Beach office.

KEY RESPONSIBILITIES:

• Work alongside your other team members in our Delray Beach Florida office
• Tend to incoming support requests by all means including: professionally answering incoming calls, monitor and maintain email communication with customers, and in-person or video meetings
• Liaise with customers to build rapport and trust
• Document support requests and business opportunities in the form of tickets within our platforms
• With a sales mindset, search for areas of deficiency or need where Caperion might be able to provide added value or solve a problem with a solution that offer
• Communicate client needs to internal team and assist with delegation, scheduling and prioritization
• Track and follow-through tickets to completion; follow up with clients to assure high level of satisfaction
• Provide basic training to end users in operation of equipment and applications
• Regularly completed assigned research and project related jobs
• Assist with management of vendor relationships
• Assist with monthly/quarterly/annual account reconciliations
• Be compulsive about documentation, maintaining records of all phone calls, emails, service requests and communications in proprietary ticketing system
• Performing some remote help-desk support for end users

Requirements

SOFT SKILLS:

• Strong focus on relationships and customer satisfaction
• A general upbeat and positive attitude, even in difficult or adverse situations
• Must be able to communicate complex ideas with others of various levels of understanding
• Must have excellent interpersonal, communication and writing skills
• Strong organizational and logical thinking skills
• Strong attention to detail

TECHNICAL EXPERTISE:

• Requires some conceptual knowledge of networking
• Must have some conceptual knowledge of Commercial cloud services like: Microsoft 365, Azure/Entra, AWS, DR Backups, security services, etc. (not consumer/social media)
• Some understanding of modern security concepts
• Working knowledge of Desktop Operating Systems: Windows 7-11+, Mac OS X
• Working knowledge of common Desktop Applications: e.g. MS Office, QuickBooks, ACT, etc.
• Basic connectivity troubleshooting skills

EDUCATION AND WORK HISTORY REQUIREMENTS:

• 4 year College Degree
• Minimum 2 years working in similar role

ADDITIONAL REQUIREMENTS:

• Must be local and expect to work from Delray Beach office (this is NOT a remote position)
• Must have reliable transportation with valid Driver's License with Proof of Insurance
• Ability to pass background check and drug test
• Fluency in the English Language (some Spanish would be a plus)
• A skills assessment will be given to test fundamental knowledge

Benefits

• Salary package commensurate with experience​, expected starting base salary $42,000 - %55,000
• Vacation and Sick Leave paid
• Paid holidays
• Company Health Care plan
• Retirement plan with company contributions
• Company provided equipment as needed
• Reimbursement for all approved company expenses (travel, etc)
• Professional training, certifications and education opportunities and/or reimbursements
• Scheduled annual reviews of both performance and compensation
• Bonuses of both monetary and tangible awards for exceptional performance, sales and referrals
• Incentives for reaching team and company goals
• The ability to do what you love as a tech hero, be appreciated for it, and continually be challenged in your role

HOW TO APPLY:

Use this website to apply.

Please note that incomplete applications will be immediately rejected without consideration.