The Rapid Resolution Specialist is responsible for providing quality services and solutions to our clients while maintaining a high level of client satisfaction. You will be responsible for determining problem severity, performing basic remediation, and assigning service requests to appropriate resources.

ESSENTIAL FUNCTIONS:

• Respond to client calls, client emails, system alerts and other correspondence in an appropriate and timely manner.
• Participate as a primary resource within the inbound calling contact center for Managed IT clients.
• Determine problem severity, establish priorities, and assign service request to the appropriate resource.
• Accurately and promptly log client problem information and create a service request.
• Provide prompt communications to clients (internal and external) on detailed status information and estimated resolution times for issues.
• Remediate support requests for move/add/change type work.
• Troubleshooting and remediate support requests for basic and intermediate break/fix type work.
• Verify systems and applications functionality to identify proper resources to assign for resolution.
• Verify and maintain client contact and database information.
• Participate in best practices and follow operations procedures to create efficiencies.
• Accurately maintain and comply with documentation and administrative procedures in a timely basis to include time entry process.
• Attend required company and departmental meetings.
• Act in accordance with Marco policies and procedures as set forth in the employee handbook.

EDUCATION AND EXPERIENCE:

• High School diploma and two years of relevant experience or an Associate's degree; or equivalent combination of education and experience.
• Previous IT experience preferred.

REQUIRED SKILLS:

• Proficiency with business collaboration tools including MS Office applications, Outlook and company specific programs.
• Solid customer service abilities including telephone skills.
• Excellent verbal and written communication with internal and external clients.
• Excellent organizational and time/task management skills with the ability to prioritize tasks and work within a defined timeline and to operate with changing priorities.
• Ability to gather and analyze information.
• Performs work with accuracy and thoroughness.
• Excellent follow through to see tasks through completion.
• Function collaboratively as part of a fast-paced, client orientated team.