About Company
Arizona’s Hometown Technologies is a leading IT services provider dedicated to empowering businesses and individuals in Prescott and beyond with reliable, cutting-edge technology solutions. For years, we have been the trusted partner for local businesses, offering everything from managed IT services and network security to cloud solutions and expert technical support. We believe in building lasting relationships with our clients by providing proactive, personalized, and professional service. Our mission is to simplify technology, enhance productivity, and ensure our clients’ operations run smoothly and securely, allowing them to focus on what they do best. We foster a culture of continuous learning, collaboration, and customer-centricity, understanding that our success is directly tied to the success of those we serve.
Job Description
Are you passionate about technology and dedicated to ensuring customers not only succeed but thrive? Arizona’s Hometown Technologies is seeking an exceptional Customer Success Executive with a specialization in Remote Assistance to join our growing team. In this pivotal remote role, you will be the primary advocate for our clients, driving their satisfaction, retention, and growth through proactive engagement and expert remote technical support. You will build deep relationships, understand their business objectives, and guide them in leveraging our IT solutions to their fullest potential. This isn’t just about troubleshooting; it’s about anticipating needs, providing strategic advice, and acting as a trusted consultant to ensure our clients feel supported and valued at every touchpoint. Utilizing advanced remote tools and communication platforms, you will deliver timely and effective assistance, resolve complex issues, and educate users on best practices. We are looking for a highly empathetic, technically proficient, and communicative individual who can navigate diverse client needs and technological landscapes with grace and expertise. If you’re ready to make a tangible impact on our clients’ success from the comfort of your remote office, we encourage you to apply and become a vital part of our Hometown Technologies family.
Key Responsibilities
- Manage a portfolio of key client accounts, serving as their primary point of contact and trusted advisor for IT solutions and services.
- Proactively engage with clients remotely to understand their business goals, identify potential challenges, and ensure they are maximizing the value of our offerings.
- Provide expert remote technical assistance and troubleshooting for a wide range of IT issues, ensuring swift resolution and minimal disruption.
- Conduct regular virtual check-ins and business reviews to assess client health, present performance metrics, and recommend strategic improvements.
- Collaborate cross-functionally with technical support, sales, and product teams to advocate for client needs and drive product enhancements.
- Onboard new clients and ensure a smooth transition, setting them up for long-term success with our technology solutions.
- Develop and deliver remote training sessions and educational materials to help clients effectively utilize our tools and services.
- Identify opportunities for account expansion and collaborate with the sales team to present relevant solutions.
- Monitor client satisfaction and gather feedback to continuously improve our services and client experience.
- Maintain accurate records of client interactions, issues, and resolutions within our CRM system.
Required Skills
- 3+ years of experience in Customer Success, Account Management, or a similar client-facing role, preferably in the IT services industry.
- Proven ability to provide remote technical support and troubleshoot common IT issues (e.g., network connectivity, software applications, hardware peripherals).
- Exceptional verbal and written communication skills, with the ability to explain complex technical concepts clearly to non-technical audiences.
- Strong interpersonal skills with a natural ability to build rapport and trust with clients remotely.
- Proficiency with remote access software and helpdesk ticketing systems.
- Demonstrated problem-solving capabilities and a proactive approach to client needs.
- Ability to work independently and manage multiple client accounts effectively in a remote work environment.
- High school diploma or equivalent.
Preferred Qualifications
- Bachelor's degree in Business, Information Technology, or a related field.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional.
- Experience with CRM software (e.g., Salesforce, HubSpot).
- Familiarity with cloud platforms (e.g., Microsoft 365, Google Workspace) and cybersecurity best practices.
- Previous experience working for an MSP (Managed Service Provider).
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- 401(k) retirement plan with company matching.
- Flexible remote work environment.
- Opportunities for professional development and continuous learning.
- Supportive and collaborative team culture.
- Access to the latest technology and tools.
How to Apply
To apply for this exciting opportunity, please click the application link below and submit your resume along with a cover letter detailing your experience in customer success and remote assistance. We look forward to hearing from you!