Do you enjoy helping customers, building long-term relationships and working with technology?
MTG Solutions is a leading Managed Services Provider supporting businesses throughout regional NSW. We help businesses with Managed IT Services, Microsoft 365, IT & Communications Hardware & Installations, Cisco Meraki Networking and Business Communications.
We're looking for an enthusiastic and customer-focused Customer Success Manager / Account Manager to play a key role in delivering exceptional service and helping our customers get the most from their technology.
You'll be the first point of contact for many of our customers, ensuring they receive an exceptional experience while helping them get the most value from their technology.
You'll be the primary point of contact for our customers, assisting them over the phone, via email and face-to-face. You'll provide outstanding customer service, prepare quotes and invoices, coordinate installation and project schedules, assist with Level 1 technical support, and work closely with our engineering team to ensure customers receive timely and effective solutions.
You'll proactively build strong customer relationships, identify opportunities to recommend IT hardware, Microsoft 365 licensing, Managed IT Services and business communications solutions, and help ensure every customer receives an exceptional experience from their first enquiry through to ongoing support.
If you enjoy working with people just as much as technology, and thrive in a role that combines customer service, sales, administration and IT, this role offers plenty of variety and the opportunity to make a real difference to our customers every day.
You will be responsible for:
Being the first point of contact for customer enquiries via phone, email and face-to-face.
Delivering exceptional customer service and building long-term customer relationships.
Providing Level 1 IT support, including basic troubleshooting, Microsoft 365 assistance, password resets and user support.
Logging, triaging and coordinating support requests, escalating Level 2 and Level 3 issues to the engineering team when required.
Keeping customers informed throughout the support process and ensuring timely resolution of enquiries.
Preparing and following up quotations for IT hardware, Microsoft 365 licensing, Managed IT Services, business communications and other technology solutions.
Processing customer orders, invoices and related administration accurately and efficiently.
Coordinating installation, project and technician schedules to ensure smooth service delivery.
Identifying opportunities to recommend additional products and services that add value to our customers.
Working closely with the technical and sales teams to ensure projects and customer requests are delivered successfully.
Maintaining accurate customer records, CRM information, support tickets and documentation.
Assisting with customer onboarding, service changes and general account management.
Contributing to customer satisfaction, retention and ongoing account growth.
Continuously looking for ways to improve internal processes and enhance the overall customer experience.
You'll be someone who enjoys working with people, communicates exceptionally well and has a genuine interest in technology.
The ideal candidate will have:
Previous experience in customer success, account management, sales or IT support.
Experience working within an MSP, IT company or telecommunications business would be highly regarded.
Strong customer service skills with the ability to build lasting relationships.
Excellent verbal and written communication skills.
A passion for delivering exceptional customer experiences.
Good organisational skills with the ability to manage multiple priorities.
Confidence using business software and CRM or ticketing systems.
A proactive attitude and willingness to learn new technologies.
A current Australian Driver's Licence.
At MTG Solutions we're passionate about helping businesses succeed through technology. As a growing Managed Services Provider, we value our people and provide a supportive environment where you can develop your skills and build a rewarding career.
When you join our team you'll enjoy:
A varied role where no two days are the same.
The opportunity to build genuine, long-term relationships with local businesses.
Ongoing training and professional development across Microsoft 365, Cisco Meraki and other leading technologies.
A supportive and collaborative team environment where your ideas are valued.
Competitive salary with performance-based incentive opportunities.
If you're someone who enjoys helping people, loves technology and thrives on building great customer relationships, we'd love to hear from you.
Apply now with your resume and a brief cover letter telling us why you'd be a great fit for MTG Solutions.