Senior Tech Support, Sales, & Service Center Coordinator (Work From Home)

Are You Our Next Team Member? Do you thrive in a fast-paced, leadership-driven role? Do you love technology, problem-solving, and ensuring an exceptional client experience? If you're passionate about leading a team, driving sales & customer success, and helping clients with their tech needs, this role is for you! About EasyITGuys Founded in 2009, EasyITGuys is a family-owned IT and cybersecurity company providing managed IT services to businesses and home users across the U.S. Our mission is to deliver top-tier technology solutions with a customer-first approach. 📌 Learn more about us: About Us | Client Ticket Surveys | Public Reviews 📌 Follow us: Facebook | LinkedIn | Google | X (Twitter) | Instagram | YouTube | TikTok The Opportunity 📍 Team: Residential Support 📍 Position: Senior Tech Support & Service Coordinator (Leadership Role) 📍 Location: 100% Remote (U.S. only) 📍 Schedule: Full-Time, Monday – Friday, 8:30 AM – 5:30 PM CST 📍 Clients Served: Primarily home users , with occasional business support This role is perfect for a tech-savvy leader who excels at customer engagement, sales, and remote IT support. You'll oversee daily operations, client interactions, and team performance , ensuring every customer receives the best experience possible. If you thrive in a results-driven environment where you can lead, support, and drive sales , this is the role for you! 🚀 What You’ll Do As the first point of contact for inbound calls , you will set the tone for an exceptional client experience. Your ability to listen, assess, and guide clients toward the right solutions will directly impact customer satisfaction and company growth. Your Key Responsibilities ✔️ Be the first point of contact for all inbound phone calls—setting a strong first impression and helping clients make informed decisions to resolve their tech issues. ✔️ Lead daily huddles (BOD meetings) to align team priorities and goals. ✔️ Monitor dashboards for tickets, sales, and phone performance, ensuring service efficiency. ✔️ Engage clients through calls, chats, and remote support sessions, providing expert assistance. ✔️ Drive sales and client satisfaction by offering the right IT solutions tailored to their needs. ✔️ Oversee team performance , ensuring smooth operations across service centers. ✔️ Manage administrative tasks such as scheduling, ticket coordination, and lead tracking to optimize workflows. This role is perfect for someone who thrives on problem-solving, client interaction, and leadership —ensuring every customer receives top-tier support from the very first call. 🚀 Who We’re Looking For Industry Experience: ✅ Tech Support & Troubleshooting: 3-5+ years ✅ Customer Service & Sales: 3-5+ years ✅ Leadership & Team Management: 3-5+ years ✅ Client Interaction: Comfortable handling 20+ inbound calls daily ✅ Remote Work Experience: Preferred Core Technical & Leadership Skills 🖥 Tech Support & Systems Experience - Microsoft Teams, Microsoft 365 - Repairshopr / Syncro - Keeper Password Manager - ConnectWise (Manage, Automate, Control, CPQ, BrightGauge) Sales & Customer Success – Creating Delighted Clients ⭐ We want someone who doesn’t just solve tech problems but delivers an outstanding customer experience. - Obsessed with Client Satisfaction: You thrive on earning 5-star CSAT scores. - Recognized Excellence: Clients, peers, and leadership recognize your impact. 🏆 - Driven to Win: You consistently excel in sales & support performance. Leadership & Operations 📊 - Run daily team meetings and manage ticket workflows. - Assist with scheduling, dispatching, and service coordination. - Oversee team performance metrics and drive results. Sales & Client Retention 🚀 - Assist service center staff with client intake, diagnosis, and technology recommendations. - Create estimates for repairs, new computers, and memberships. - Encourage clients to leave reviews & provide feedback for continuous improvement.