Oh Snap!
This job is no longer active - but you can still view the details below.

Incident Case Manager

| Colorado Springs

Are you able to stay calm in stressful situations? Can you make fast accurate decisions pulling the right team in to solve complex problems? Tek Experts provides business and IT outsourcing services and we take intense pride in helping companies handle their business operations. Due to expansion, we are hiring several Incident Case Managers into our critical situation team.

Incident Case Managers provide our clients with support by effectively managing severity system issues while maintaining service level requirements. You will have proactive communication with the customer, to deliver the best possible service and act as a liaison within the client’s internal/external departments to find solutions as soon as possible.

 

What we’re looking for

 

Dynamic, passionate and proven people who want to make a positive difference with the people they work with and customers we support. You will have the ability to thrive in a fast-paced and challenging environment where everyone is empowered and committed to delivering the best in industry customer experience. Fluency in English (written and spoken) is a given, as is a ‘can do’ attitude and a thirst to learn and develop professional and soft skills.

 

Duties and responsibilities

 

  • Act as a liaison between client and customer on incident issues while maintaining the integrity of our level of service
  • Triage incident service request by inbound and outbound phone calls, email or web portal as a point of contact
  • Identify and assign the incident to the appropriate severity level, category, priority, team, and engineer
  • Manage the lifecycle of the incident until resolution
  • Make use of the appropriate information provided by the software and database systems to build problem resolution skills, and maximize the quality of support and the timeliness with which it is provided to customers
  • Identify and incorporate conflict resolution techniques
  • Keep the customer updated with timely and frequent information about progress towards resolving the issue to improve the overall customer experience
  • Interact with cross functional teams such as engineers, subject matter experts, internal and external resources

 

Skills and Competences

 

  • Strong communication skills– An ability to clearly communicate to customers who are in a critical stage escalation. Strong interpersonal skills, an ability to influence and English language skills are a must
  • Strong relationship management– A collaborative nature and act as a technical advisor in strategic committees
  • Effective business management– An ability to undertake root cause analysis. You will be a logical thinker and use relevant data to find trends, problem characteristics and solve

 

Why Tek Experts?

 

We at Tek Experts, believe in our team and we want you to be part of us. That means we provide ongoing support for your development and give you exposure to the newest technologies and working environments. We’re a modern, challenging and fast growing, business because of the success of our people. They are smart, curious, client-oriented and results-driven.
 

My Career. My Future. My Tek Experts.

Tek Experts is an equal opportunity employer. We do not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above listed items.

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • Azure CloudLanguages
    • Microsoft 365Languages
    • ArcSightLanguages
    • IntuneLanguages
    • ITOMLanguages
    • Vertica Languages
    • Data ProtectorLanguages
    • Fortify (ESP)Languages
    • ADMLanguages
    • CAMCATLanguages
    • BrainsharkLanguages
    • SPARKS Languages
    • SSO Portal Languages
    • Power BI Languages
    • OneNoteLanguages
    • iRockLanguages
    • ATR Languages
    • ELA ChecklistLanguages
    • SE Portal Languages
    • GainsightLanguages
    • AccessDatabases
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • Microsoft 365Analytics
    • IllustratorDesign
    • PhotoshopDesign
    • Adobe CCDesign
    • InDesignDesign
    • HootsuiteCMS
    • Microsoft DynamicsCRM
    • SalesforceCRM
    • KenticoCRM
    • DotmailerEmail
    • Google AdwordsLead Gen

Location

Right off I-25 towards the north of Colorado Springs.

An Insider's view of Tek Experts

What are some social events your company does?

We’ve the Trailblazers; our weekly walking/hiking trip which is great fun. Regular outings like the 4th of July picnic, Karaoke nights and we all look forward to our year-end party. We celebrate birthdays, run community events like clothing or school supply drives, and potlucks. Who doesn’t like to eat, right?

Alison

Recruiter

How do you collaborate with other teams in the company?

Collaboration is constant and priceless. We have global video meetings with our SMEs, structured meetings where we share and learn from each other and have developed labs to try solutions and share ideas. This means we get to build strong and respectful relationships. To me, collaboration means family and we’re all about that here.

Raven

Customer Service Agent

What makes someone successful on your team?

First and foremost it’s your attitude. You have to have the ‘Stronger Together’ mindset. We’re very collaborative as teams and as a company because you can’t deliver the best for your client or their customers on your own and our people recognize that. Working with your team mates, across other departments and other sites is the best way to succeed

Matthew

Technical Support Engineer

How do your team's ideas influence the company's direction?

We love to take and share ideas from all of our teams to make better company decisions. We recognize that some of the best ideas come from the people who are doing the job day in and day out. We try to be flexible at all times to make changes whenever we feel that a better idea has come along – and we implement those ideas quickly!

Henry

Site Manager

What does career growth look like on your team?

There’s opportunities at all levels and individual growth is what we’ve become known for! We believe in developing talent from within and giving them opportunities to be successful and be promoted. One of our values is Knowledge Matters; so we encourage everyone to excel and to continue to learn and develop so they’re prepared for what comes next.

Erika

Team Manager

What are Tek Experts Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Role dependent
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Happy Hours
Parking
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
More Jobs at Tek Experts22 open jobs
All Jobs
Data + Analytics
Dev + Engineer
HR
Operations
Product
Project Mgmt
Content
Project Mgmt
new
Colorado Springs
Operations
new
Colorado Springs
Project Mgmt
new
Colorado Springs
Data + Analytics
new
Colorado Springs
Product
new
Colorado Springs
Project Mgmt
new
Colorado Springs
Project Mgmt
new
Colorado Springs
Operations
new
Colorado Springs
Developer
new
Colorado Springs
Data + Analytics
new
Colorado Springs
Developer
new
Colorado Springs
Operations
new
Colorado Springs
Operations
new
Colorado Springs
Operations
new
Colorado Springs
Operations
new
Colorado Springs
HR
new
Colorado Springs
Operations
new
Colorado Springs
Developer
new
Colorado Springs
Operations
new
Colorado Springs
Operations
new
Colorado Springs
Operations
new
Colorado Springs
Content
new
Colorado Springs