CMIT Solutions National Corp. IT Call Taker Cranston, RI · Full time

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Leading with trust. CMIT Solutions National Corp. is a recognized leader in Managed IT Services for businesses. We’re business owners too, so we understand the opportunities and challenges facing today’s organizations. Our exceptional team includes more than 250 franchise locations and 900 top technology practitioners who want to help your business succeed.

Job Summary

We are seeking a proactive and detail-oriented IT Call Taker to join our dynamic support team. In this vital role, you will serve as the first point of contact for internal users seeking technical assistance. Your energetic approach will help ensure swift resolution of IT issues, maintain smooth operations across our infrastructure, and deliver exceptional customer service. In this role, you will answer incoming support calls, accurately document issues, create service tickets, assess the urgency of requests, and ensure tickets are routed to the appropriate technical staff. The ideal candidate is calm under pressure, communicates effectively, and possesses excellent organizational and multitasking skills.

Responsibilities

• Answer incoming client calls in a professional, courteous, and respectful manner.
• Listen carefully to customer concerns and gather all necessary information to accurately document technical issues.
• Create and maintain detailed service tickets within the company's ticketing system.
• Assess the severity and business impact of reported issues to determine the appropriate priority level.
• Route and escalate tickets to the appropriate technician or support team based on urgency and issue type.
• Monitor ticket status to ensure timely assignment and follow established escalation procedures.
• Maintain accurate records of client interactions and support requests.
• Provide excellent customer service while remaining calm and empathetic during high-pressure situations.
• Follow company policies, procedures, and service level expectations.

Required Qualifications

• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Exceptional organizational and time management abilities.
• Ability to remain calm, patient, and professional in stressful situations.
• Strong attention to detail and accuracy in documentation.
• Basic computer proficiency and the ability to learn new software applications.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Experience with IT ticketing systems is preferred but not required.

Preferred Skills

• Previous experience in a call center, or customer service environment.
• Familiarity with IT terminology.
• Experience using ticket management systems such as ConnectWise, Autotask, ServiceNow, Zendesk, or similar platforms.
• Ability to work independently while collaborating effectively with technical teams.
• Strong knowledge of Microsoft Office applications and proficiency in using help desk systems for ticket management.

Join us to be part of a vibrant team dedicated to delivering top-tier IT support that keeps our organization running smoothly! We value energetic professionals who thrive on solving problems creatively while providing outstanding customer service in a fast-paced environment. All positions are paid roles committed to fostering your growth in the ever-evolving field of information technology.