Customer Support Agent

About MSP Launchpad:
We are MSP Launchpad, a dedicated team of MSP marketing specialists on a mission to help IT providers attract their dream clients without the stress of marketing. Our objective is to consistently and relentlessly generate an overflow of ready-to-buy leads for our clients, aspiring to become the nr. 1. MSP marketing agency in the world. If you align with our core values of aiming for greatness, focusing on client success, maintaining total honesty, having fun together, and thinking long-term, then MSP Launchpad is the place for you.

Please review this loom video from the CEO of MSP Launchpad before submitting your application Click to view/share/8b5a32b116114b079c00e095907b6d15

Position Overview:
MSP Launchpad is looking for a passionate, innovative, and self-motivated Customer Support Agent to join our Managed Service Provider (MSP) company. As a Customer Support Agent, your role is to provide exceptional support and assistance to our clients. You will be responsible for understanding and troubleshooting their issues, finding solutions, and ensuring their satisfaction. This role has the scope to evolve into a Customer Success Manager position.

Key Responsibilities:
In other words:
Respond to customer inquiries: Answer customer queries promptly, accurately, and professionally via various communication channels such as phone, email, or chat.
Troubleshoot technical issues: Investigate and resolve customer-reported technical issues related to managed services, such as network connectivity, server performance, security, and software functionality.
Provide proactive support: Monitor and manage customer systems proactively to identify and address potential issues before they become critical problems.
Collaborate with internal teams: Work closely with other departments, such as the operations team, to escalate and resolve complex technical issues or service requests, ensuring a seamless customer experience.
Maintain documentation: Keep accurate records of customer interactions and technical solutions provided to create a knowledge base for future reference and continuous improvement.
Identify opportunities for improvement: Consistently monitor customer feedback and identify trends or recurring issues, providing valuable insights to enhance the quality of our services.
Stay up to date with industry trends: Continuously expand your knowledge and skills related to managed IT services, network infrastructure, cybersecurity, and other relevant technologies to provide up-to-date assistance to our clients.

Secondary skills:
Excellent English verbal and written communication skills with a neutral accent
Strong writing skills
Empathetic but professional disposition
Problem-solving and solutions-oriented
Knowledgeable and well-informed about our business
Responsive and committed

Qualifications:
Previous experience in a technical support or customer service role, preferably within the MSP industry.
Strong knowledge of network infrastructure, operating systems, cloud services, and IT security concepts.
Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts in simple terms to non-technical customers.
Outstanding problem-solving and analytical abilities to diagnose and resolve technical issues efficiently.
Strong attention to detail, organizational skills, and the ability to multitask effectively in a fast-paced environment.
Customer-focused mindset with a passion for delivering exceptional service and building positive relationships.
Certification or a degree in a relevant IT field is a plus.
Working knowledge of SEO, Google Ads, and Website Development and worked in a Marketing or Advertising Agency.

What You Will Get:
A competitive salary and performance-based bonuses.
Remote work flexibility.
A culture that values work-life balance.
The opportunity to work in an organization where your contributions make a significant impact.

Next steps:
1. Please send us a short loom video similar to the one we shared in the advert from the CEO, introducing yourself and sharing your experience with a special focus on your role as a Customer Support Agent.
2. For us to assess your communication skills and your approach to problem-solving, please see 2 short email scenarios from “clients” . Please save this document under your name complete it and send to us. Click to view/document/d/1LFcG6wwBMnO9QXodJv6jtmuFjJt9W3VcELuSQ-LGcr0/edit

Please note your application will not progress to the next steps if you do not complete the tasks mentioned above.