What are the responsibilities and job description for the IT Concierge Lead position at Crisis24?
Position Summary
Crisis24 is seeking an experienced IT Concierge Lead to join our elite team dedicated to providing exceptional service to high-net worth clients. The ideal candidate will have 10 years of experience in IT support, with a proven track record of serving VIP customers. This role demands superior customer service skills, meticulous attention to detail, and a proactive approach to client interactions. Experience building a technical support team with technology and processes.
Responsibilities
• Technical Support: Provide high-level technical support to high-net worth clients, ensuring prompt resolution of all IT-related issues.• Customer Service: Maintain a superior customer service mindset, delivering personalized and attentive service to each client.• Incident Management: Effectively manage and resolve incidents, ensuring minimal disruption to clients' activities.• Technology Solutions: Advise clients on the best technology solutions to meet their specific needs, ensuring optimal performance and security.• Documentation: Maintain detailed and accurate records of support requests, solutions provided, and client interactions.• Build support team: people, processes, and systems.
Requirements
• Experience: 10 years of experience in IT support, with a focus on serving high-net worth or VIP clients.• Customer Service: Demonstrated ability to deliver exceptional customer service, with a keen attention to detail and a client-first attitude.• Technical Skills: Proficiency in a wide range of IT systems, software, and hardware.• Communication: Excellent verbal and written communication skills, with the ability to explain complex technical concepts in a clear and concise manner.• Problem-Solving: Strong analytical and problem-solving skills, with the ability to think critically and develop effective solutions.• Professionalism: High level of professionalism, discretion, and confidentiality in all client interactions.Preferred Qualifications• Certification in relevant IT fields (e.g., CompTIA A , ITIL, Microsoft Certified Professional).• Previous experience in a VIP service environment.• Experience building a technical support team with technology and processes.• Knowledge of cybersecurity best practices and solutions.
Other Duties
Periodically, act as Response Duty Officer, responding out-of-hours calls to client requirements
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
