Kaseya is the leading cloud provider of IT systems management software, offering a complete IT management solution delivered both via cloud and on-premise. Kaseya technology empowers MSPs and mid-sized enterprises to proactively manage and control their IT environments remotely, easily and efficiently from a single platform. Kaseya solutions are in use by more than 10,000 customers worldwide in a wide variety of industries, including retail, manufacturing, healthcare, education, government, media, technology, finance, and more. Kaseya has a presence in over 20 countries. To learn more, please visit http://www.kaseya.com.

Answer inbound calls, identify the customer’s needs and route call to appropriate department/person

Assist customers in creating support tickets via the Kaseya Helpdesk system

Manage customer service group voicemails

Assist the support department with account activation requests, cancellation requests, and password reset requests and follow-up until resolution

Process and respond to email requests 

Start to finish project management: 

• Create projects from sales orders 
• Send introductory email and follow up with a call to the customer
• Create Kaseya University student accounts
• Close Kaseya University student accounts and close education projects at their end date
• Schedule initial consulting session with the customer
• Manage consultant schedules and projects
• Ensure that consulting projects are fulfilled and closed by their end date

Perform other clerical duties as necessary

Non-Technical Skills Requirements

• Excellent oral, written communication and presentation skills
• Strong organizational skills
• Self-starter
• Proven team player

Preferred Skills

• High School diploma
• Two-years experience in similar role required
• Bachelor’s Degree preferred

Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.