Systems Support Professional - Quality Control

Who We Are

Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide. We’ve helped transform hundreds of MSPs & solution providers worldwide! With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.

Who You Are

• Review customer interactions, including call and email tickets, to ensure that they meet the established quality standards.
• Assess ticket handling to identify any areas for improvement and work with the team to develop best practices that enhance the quality of service provided.
• Document and enforce quality assurance processes and procedures to improve the overall quality of service.
• Provide feedback on areas for improvement and collaborate with the manager to develop best practices that address customer concerns.
• Collaborate with the Service Excellence team to identify trends in customer inquiries and concerns and develop strategies to address them.
• Produce regular reports on performance and quality assurance activities, including recommendations for improvement.
• Participate in training programs for technicians to ensure that they are equipped with the necessary skills to provide high-quality service to customers.
• Collaborate with other departments within the organization to ensure that quality control standards are aligned with overall business objectives.
• Keep up-to-date with industry best practices and trends related to customer service and quality assurance.
• Answer calls, respond to customer inquiries, provide ticket updates to clients via phone and email.

• 1 year experience in the Systems Support Professional role, or similar role involving regular customer interactions through ticket assignments.
• Strong analytical skills, with the ability to identify trends and patterns in customer interactions.
• Keen attention to detail, with the ability to identify deviations from client documentation in completed requests.
• Excellent communication skills, both verbal and written, with the ability to provide constructive and unbiased feedback.
• Good understanding of customer service principles and best practices.
• Ability to work independently, manage priorities, and meet deadlines.

What We Offer

• Competitive compensation & benefits package
• Company Perks
• Company events, recognitions, and celebrations
• Career development and growth opportunities