Customer Service Administrator

Bryley Systems is a Managed IT, Cloud, and Security Services Provider with clients in New England and across the continental United States. We have been fulfilling the IT needs of organizations since 1987 with a focused, client-friendly approach. We are recognized internationally as a top-501 MSP, and locally by the Boston Business Journal, the Worcester Business Journal, our partners, and our clients with awards for service excellence. We are currently seeking a Customer Service Administrator to provide exceptional internal and external customer service in all aspects of our day-to-day business. This position supports the Client Services and Business Development functions by providing superb sales and administrative skills in all client services areas including creating client documents and client quotes, processing proposals, invoicing and generating pertinent reports. Essential Functions of the job will include but are not limited to: Prioritize and handle all prospect and client requests. 2. Conduct proposal research and development and maintain sales board in ConnectWise. 3. Conduct reference checks and manage employee credential / certifications list. Ensure team is compliant with company policies and procedures. 5. Document processes and procedures related to job duties. 6. Enter project work and service tickets in ConnectWise. 7. Keep ConnectWise configs updated and maintain Client Servies (CS) related tracking (end of life reports, CS board clean, etc.). 8. Create Comprehensive Support Program (CSP) agreements from the Agreement Sales board. 9. Verify invoices from vendors to match against client CPS Agreement counts and adjust. 10. Assist with company outings, fun days, client anniversary cards, Christmas cards, etc. 11. Produce credit memos and down payment invoices and prepare and send out weekly and monthly invoices. 12. Assist with invoicing quality checks (QC) and adjust. 13. Receive and process incoming hardware deliveries according to company guidelines. 14. Track and process vendor partner renewals in a timely basis, file new vendor price lists, and assist with website updates related to Partnership updates (additions, logo changes, etc.). 15. Manage all NFR (not for resale) / partner equipment programs to maximize benefits. 16. Manage and propose renewals, i.e., warranties, license renewals, license redemption and resolve any related issues. 17. Follow up with premier clients' post-negotiations and proposals to ask for sale and close business opportunities. 18. Manage, schedule, prepare and distribute materials for both Client Onboardings as well as Strategic IT Business Reviews with all Premier Clients. 19. Receive and put away deliveries of equipment. 20. Handle special projects and other assignment as needed.

SPECIFIC EDUCATION, JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following education, knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation. 1. Solid work history. 2. At least 1-2 years' experience in a customer service role in a busy, fast paced office environment. 3. High School Diploma or equivalent required. Additional education or training a plus. High level of proficiency in all Microsoft Office products and software related to performance of the job. 5. Detail oriented with the ability to handle and document complex technical cases. 6. Self-Motivated, adaptable to change and the proven ability to work collaboratively with internal and external business partners including vendors, clients, and employees. 7. Strong work ethic and positive and professional attitude. 8. Excellent professional communication skills and appropriate grammar as related to utilizing communication tools including but not limited business correspondence, Email, and telephone calls. 9. Ability to communicate in a clear, logical, concise, and professional manner, both verbally and in writing. 10. Prefer experience as a Client Services Administrator in the Managed IT Services arena. 11. Experience in ConnectWise (CW) Professional Services Automation (PSA), CW Remote Monitoring and Management (RMM), Quotewerks (Quoting tool), QuickBooks or like applications is a plus! The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. In accordance with the law, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Job Type:

Full-time Pay:

$23.00 - $24.00 per hour

Benefits:

401(k) matching Dental insurance Health insurance On-the-job training Paid time off Vision insurance

Work Location:

Hybrid remote in Clinton, MA 01510