Client Support Manager

Paragus IT is the largest outsourced vendor in the Pioneer Valley, and we are just getting started. We aspire to be serving 1000 customers across the entire country, and we won’t stop until we get there. Ranked as one of Forbes Small Giants, we have an intense focus on culture, people, process, and continuous improvement. We are determined to be the best at everything we do, and we aren’t afraid to do the work needed to get there.

Currently we are looking for someone to ensure our clients receive exceptional customer service when working with our Support Team. In this role, you'll manage key support elements, including reducing ticket volumes, speeding up resolution times, and enhancing the overall client experience. You'll oversee user support documentation, and customize case submission processes, ensuring clients feel well-supported and valued. You'll also analyze support trends to proactively identify opportunities for improvement and maintain strong, personalized relationships with each client. This role requires a focus on detail, proactive problem-solving, and a passion for optimizing customer success experiences.

Responsibilities

• Regularly reviewing case history and patterns to proactively find ways to improve key metrics

• Maintain Technical and How To documentation per defined Support Documentation Best Practices

• Troubleshoot and resolve technical issues either remotely or at a client site

• Being a member of clients’ strategic team and ensuring that solutions align with their long-term goals

• Setting up and performing routine onsite visits to provide technical support and build relationships

Ideal Candidate

We’re looking for a fun-loving person to join our family! Our ideal candidate would have excellent customer service and communication skills, both written and verbal. You’ll need to have a couple years of experience in the IT services world with a strong desire to see problems and solve them and approach support with the clients’ experience in mind. The ability to multi-task is of the utmost importance, as you’ll have many clients to juggle. You should have the ability to work independently, prioritize your work, and manage your time effectively, though we expect you to be a team player as well. We also want people who are smart, creative, and willing to share their ideas about how we can make Paragus an even better company. Lastly, we hope you love beer – whether that be Root Beer or a local IPA – because we certainly enjoy ending a successful day with a pour from one of our private taps in our staff pub. Beer not your thing? That’s fine, we’re also really into great coffee and sweet treats.

Qualifications

• Excellent relationship building experience and proven capability of providing customized solutions for clients based on their preferences

• Ability to diplomatically interact and communicate with all levels of an organization

• Ability to apply proper office management practices and administrative support processes

• Strong analytical and problem-solving skills

• Ability to remain calm under pressure and work in a fast-paced environment

• High degree of professionalism, attentiveness, and communication excellence (both verbal and written)

• Ability to work independently and within a team environment

• 3-5 years of experience supporting the Microsoft operating system environment and web/networked computing environments (Windows Server and Desktop, MS Exchange, Active Directory, O365, etc.)

• Intermediate knowledge of Microsoft suite of products (Outlook, Word, Excel PowerPoint, etc.) is required

• Exposure to help desk processes and procedures with experience with service desk management tools

• Ability to troubleshoot issues, identify solutions, and appropriately escalate issues

• Prior experience with help desk ticketing systems and service desk management tools (i.e. Remedy, ServiceNow, ConnectWise, Autotask, N-central, Kaseya, etc.) is preferred

• Experience researching and identifying hardware solutions

Hours: Full Time - Monday-Friday

Compensation: Salaried Exempt - $55,000-$65,000 DOE