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intY, a ScanSource Company
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Bristol, Bristol
Partner Concierge Agent
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Job Type: Full-time |
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Overview
THE ROLE The role of Partner Concierge Agent is a customer facing desk-based telephone support role reporting directly into the Partner Concierge Manager. The Partner Concierge Agent will be responsible for providing consultative support services to a global network of channel partners of intY and is capable of providing 1st, 2nd and 3rd line escalated support across a breadth of cloud services from vendors, including, but not limited to, Microsoft, Symantec, Acronis, Veritas and Exclaimer. intY will be offering a 24/7 support desk and so the role of Partner Concierge Agent will be shift-based. The individual will hold relevant technical capabilities demonstrating the ability to support our existing vendor solutions, as well as demonstrating a willingness to learn and develop greater understandings and capabilities with both existing and new vendor solutions. Above all else, this is a customer facing role and so Partner Concierge is expected to deliver a 'World Class’ customer experience for every partner that they interact with as well as demonstrating the core values of intY and providing a 'World Class’ and consistent customer experience JOB RESPONSIBILITIES Provide 1st and 2nd line support to partners and customers of intY. Liaise with 3rd party vendors, such as Microsoft, Symantec and Acronis, regarding technical cases and upcoming changes Liaise with 3rd party vendors to escalate and resolve cases that cannot be resolved in-house The management and ownership of a support ticket through to resolution - this is a cradleto-grave ticketing approach. Management of internal IT and any other operational needs. Undertaking professional service takes as and when directed by the Head of Partner Concierge. Provide 'World Class’ customer engagement. Effective case management of internal CRM systems (Microsoft Dynamics) in line with defined processes. Liaising with end users and customer’s IT Support Staff to resolve Issues within pre-defined SLAs. Contribute to Knowledge Base to aid team members to troubleshoot similar problem. REQUIRED SKILLS High regard for customer satisfaction. You will have at least 2 years’ experience working on a IT Help Desk. Good written and verbal communication skills. Experience with on-boarding, support and off-boarding customer journeys. An in depth understanding of DNS record types and their functions. Understanding of relevant cloud technologies and how they piece together to support business functions. Comfortable working in a fast paced and dynamic environment. Equally adept at working well as part of a team or autonomously. Self-starter and self-motivated with a proactive 'can do’ approach. PREFFERED SKILLS Experience working with a range of cloud technologies (focus on Office 365 desired). Experience of Microsoft Windows 7, 8, 10 and MAC (not all required). Previous experience in a KPI and target focussed environment. Exposure to Power BI, CRM or any user analytics platforms. Experience or basic understanding of working within an ITIL, ISO or relevant standards environment. At least one Microsoft accreditation such as Exchange 2007/2010/2013 or Office 365. PERSONAL ATTRIBUTES Positivity, enthusiasm and tenacity. High work ethic, focused and driven. Ability to work within a high-performing team and an organisation currently in hyper-growth. Ability and willingness to learn. Team player with the ability to work on your own initiative. THE COMPANY intY, a ScanSource Company is an award-winning pioneer for the distribution of cloud services from the biggest cloud software vendors in the world, including Microsoft, Acronis and Symantec. CASCADE, intY’s self-service portal and the original cloud marketplace, enables partners to seamlessly order and manage cloud services for their customers 24/7. This is all underpinned by intY’s?phenomenal?people and exceptional multi-vendor support. Since it was founded in 1997, intY has developed unparalleled expertise and knowledge in distributing cloud services, ensuring that partners have access to the latest cloud solutions at a competitive price, with the training and support to go to market fast.?In July 2019 intY was acquired by ScanSource, a leading global provider focusing on point-of-sale (POS), payments, barcode, physical security, unified communication and collaborations, cloud and technology services. intY’s breadth of experience and success in the cloud marketplace is reflected not only in its global reach, with operations in the UK, US and main-land Europe, but also in the depth of its partnerships with the biggest names in the industry. Winning Cloud Distributor of the Year at the 2017 & 2018 CRN Awards it is a Microsoft CSP Indirect Provider, Microsoft Gold Partner, Symantec’s 2017 Partner of the Year & first Cloud aggregator partner and an Acronis Platinum partner.