Customer Support Technician -Hybrid
Group CCI · Charlotte, NC
HYBRID POSITION - MUST be in Charlotte area for same-day client visits.
Who We Are
Group CCI is a client-focused MSP providing cost effective solutions for a wide range of technical services. We always prioritize our clients’ needs and best interests over our own sales goals. We believe in allowing logical and appropriate decision-making to drive our bottom line. Our attention to detail translates into long-term relationships with clients, high personal interaction, and bilateral success.
- We are looking for a client focused, Customer Support Technician to provide exceptional customer service, effectively communicate both internally and externally and provide efficient and reliable technical support.
Who You Are
- Patient
- Flexible
- Self-starter
- Reliable
- Personable
- Empathetic
- Enthusiastic
- Keeps a sense of humor
- Is willing to take on a challenge
- Capable of genuinely reflecting the values of Group CCI - honesty, integrity, and determination to provide unparalleled customer service.
Day in the Life
Daily assignments can vary significantly; in the morning you could be creating user accounts, creating onboarding processes, and working with users to set up a new computer; by the afternoon you could find yourself reviewing event logs to find out why a program is crashing. If you are a people person who is unafraid of fluctuating technical challenges, you will thrive in our dynamic environment.
- Daily collaboration with co-workers, vendors and end-users via phone, email, and onsite visits.
- Problem solve a wide variety of technical issues primarily related to Windows and Mac OS X.
- Follow up on workstation and server monitoring checks, alerts, patch management, and backups, resolving or escalating as needed.
- Onsite client support
- Maintain and improve internal and client-facing documentation • Be willing to take ownership of an issue, seeing it through from beginning to end
- Maintain service quality, service efficiency and service effectiveness
- Some maintenance activities take place evenings and/or weekends; We provide flexible time off to maintain a healthy work-life balance.
- Other duties as assigned.
Experience
- • Customer service experience required.
- Microsoft 365 Admin (Exchange/Entra/SharePoint) experience required.
- Knowledge/experience of email/messaging, phone systems, and other unified communication platforms.
- Working knowledge/experience with Windows and/or Mac OS X operating systems.
- Knowledge of Active Directory, NTFS permissions, DNS, DHCP, and Group Policy a plus.
Job Requirements
- Able to communicate effectively
- Excellent written and verbal skills
- Troubleshooting skills
- Willingness and eagerness to continue and learn new skills.
- Ability to build and maintain positive client relations
- Quiet space for home office setup
- Located in the Charlotte area
- Have access to reliable transportation
Salary and Schedule
- $50,000- $55,000 per year
- Monday-Friday
- 8:30 am - 5:30 pm
Employee Benefits
- 401k matching (3%) and profit sharing
- Year-end bonus structure
- Flexible time off (FTO) + Paid Holidays
- Fully paid 6-week maternity/2 week paternity leave
- Company issued laptop with dual monitor setup and desk phone
- Internet and Cell Phone reimbursement
- Mileage reimbursement
- NOTE: There are no health benefits with this position
Job Type: Full-time
Pay: $50,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Flexible schedule
- Paid time off
- Parental leave
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
Application Question(s):
- Do you have reliable transportation? (Required)
- How many years of Microsoft Office Experience do you have?
- Do you live within 1 hour of Downtown Charlotte, NC? (Required)
- How many years of Microsoft 365 Admin/Sharepoint experience do you have?
Education:
- High school or equivalent (Preferred)
Experience:
- Customer service: 2 years (Required)
- Technical support: 2 years (Required)
Work Location: In person