What are the responsibilities and job description for the Case Management Specialist position at Thrive?
WILL GO ONSITE TO FOXBORO 5x PER WEEK!
About Us
Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don't view their weekdays spent at 'a job' but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you're attracted to a work hard, play hard environment and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!Position Overview
The primary responsibility of the CMS is the coordination of incident and service request within the internal IT and Cloud teams. The CMS will be responsible for ticket queue management within the internal platform teams to ensure all tickets are assigned to the appropriate resource. This position will provide case management for these two teams and grow into providing support directly. The right individual will have a strong desire to improve their technical proficiency with a focus on support for our growing base of users. We are seeking candidates who have strong verbal and written communication skills and have the desire to learn, and be involved in all aspects of IT.
Primary Responsibilities
- Assign new tickets to the appropriate engineering resources.
- Reassign tickets based on priority SLAs.
- Provide engineer queue management based on capacity and skillset.
- Handle overflow for incoming case queue on an as-needed basis
- Create new tickets on an as needed basis.
- Provide daily ticket transfer communications between shifts and regions.
- Work with Cloud Team for backup and Cloud case escalation.
- Provide training to new and future CSM’s.
- Sets user expectations appropriately throughout the case management process through clear non-technical communication.
- Create documentation to assist team with supporting applications.
- Demonstrate the correct level of urgency while resolving user incidents.
- Monitor the Internal IT and various Cloud Team Service Boards for newly created service tickets.
- Prioritize tickets created.
- Follow Thrives’ best practices for escalating tickets to engineers.
Basic Qualifications
- Bachelor’s Degree, Technical Degree or equivalent work experience
- Excellent problem solver; able to prioritize and coordinate between tasks.
- 1-2 years’ service desk experience
- Ability to articulate technical information and convey to non-technical people.
- Passionate about delivering excellent customer service.
- Must be able to work effectively in a team environment as well as alone.
- Excellent written and oral communication skills.
- Strong desire to move to the next level with IT and start providing user support.
- Interest in Microsoft Azure and Office365 Administration.
Knowledge of basic service operations centers and customer satisfaction. Demonstrated ability and solid organizational skills with the ability to achieve industry certifications.
Salary : $40,000
