Careers

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Summary:

Our company is seeking to hire an experienced salesperson for our company headquartered in Marengo, IL  The ideal candidate will be located in Schaumburg I-90 corridor. With a sales territory of the Northern Illinois and Southern Wisconsin.

We are seeking a mid-level individual that can add value quickly with minimal learning curve. Three to five years of MSP (Managed Service Provider) services sales experience with a book of existing business or network of contacts would be ideal.

Responsible for pursuing opportunities with our existing client-base, generating new business development, and closing deals for new business.

Desired Skills:

• 3+ years of sales experience in areas of IT, cybersecurity, digital transformation, marketing, or another related field
• Experience selling to the C-suite and other stakeholders
• Experience in a consultative and full cycle sales environment

• Strategic thinker with the ability to develop and execute effective sales strategies in a fast-paced and competitive environment.
• Prior experience in a technology Sales Representative, Account Executive, Outside Sales Representative, or a similar role.
• Excellent interpersonal skills, with the ability to build and maintain relationships with clients, partners, and internal stakeholders.
• Results-oriented mindset with a focus on driving continuous improvement and excellence in performance.
• Salesforce CRM managing and updating.
• ConnectWise Sell for writing quotes.
• College Degree preferred

Duties:

• Business Development: Proactively identify and pursue new sales opportunities within the assigned territory through both new business and current account upselling.
• Client Relationship Management: Build and maintain strong, long-lasting relationships with key decision-makers and stakeholders.
• Consultative Selling: Understand clients’ business objectives and challenges, and effectively articulate how our solutions address their needs.
• Solution Selling: Collaborate with technical and support teams to develop customized solutions tailored to clients’ specific requirements.
• Pipeline Management: Manage the sales pipeline from lead generation to closure, ensuring accurate forecasting and timely follow-up.
• Thought Leadership & Market Intelligence: Stay informed about the latest trends, innovations, and best practices in IT, cybersecurity, marketing, AI, and digital transformation. Serve as a subject matter expert and thought leader within the organization, providing insights and guidance on critical business needs and industry trends
• Team Collaboration: Work closely with internal teams, including sales engineers, consultants, and support staff, to deliver exceptional service and support to clients.

Job Overview:

The Information Technology Support Coordinator is responsible for overseeing and managing IT support operations, ensuring efficient use of IT resources, and coordinating IT support staff. This role ensures that technology-related issues are resolved promptly and that end-users receive excellent support. The Coordinator will also assist with IT projects and system upgrades. Customer service is a critical aspect of IT support, aimed at helping users with technology-related issues and ensuring they have a smooth and productive experience with their IT systems.

Key Responsibilities:

• Help Desk Management: Handling service requests (phone Queue, Emails, Chat), managing tickets, and ensuring that issues are resolved in a timely manner.
• IT Asset Management: Manage customer and internal inventory of IT assets, including computers, software licenses, and other technology equipment. Coordinate the procurement, deployment, and disposal of IT assets in accordance with company policies.
• Incident and Request Management: Track and manage IT support tickets through a ticketing system, ensuring timely resolution and follow-up. Prioritize and manage support requests based on urgency and impact on business operations.
• Customer Relationship Management: Building and maintaining positive relationships with users, understanding their needs, and ensuring high levels of satisfaction with IT services.
• Handling Inquiries: Answering customer questions via phone, email, chat, or in-person. Providing information about products, services, policies, and procedures.
• Resolving Issues: Troubleshooting problems or complaints and finding effective solutions. Processing returns, exchanges, or refunds as necessary.
• Maintaining Records: Documenting customer interactions and transactions accurately. Updating customer information and tracking issues using  a CRM.
• Providing Product/Service Support: Assisting with the use of products or services, including providing guidance and troubleshooting. Offering suggestions or alternatives when customers face issues.
• Escalating Complex Issues: Recognizing when an issue needs to be escalated to a higher level of support or a specialized department. Ensuring that escalated issues are followed up on until resolved.
• Delivering Excellent Service: Ensuring a positive customer experience by being courteous, empathetic, and professional. Personalizing interactions to meet individual customer needs.
• Feedback Collection: Gathering customer feedback to help improve products or services. Analyzing feedback and reporting common issues or suggestions to management.

Skills Required

• Communication: Clear and effective verbal and written communication to interact with customers and provide information or support.
• Problem-Solving: Ability to identify issues, think critically, and develop practical solutions.
• Empathy and Patience: Understanding customer frustrations and addressing them with patience and care.
• Attention to Detail: Ensuring accuracy in handling customer information and transactions.
• Multitasking: Managing multiple customer interactions or tasks simultaneously.
• Adaptability: Being flexible and able to adjust to various customer needs and changes in processes.
• Problem-Solving: Ability to diagnose issues and develop effective solutions.
• Time Management: Prioritizing tasks and managing multiple issues simultaneously.

Tools and Technologies

• Support Ticketing Systems: ConnectWise to manage and track customer support requests and issues.
• CRM System: Salesforce for managing customer interactions and data.
• Knowledge Bases: Systems for storing and retrieving information on common issues and solutions, like Confluence or internal wikis.

Challenges

• Managing Expectations: Balancing the need to resolve issues quickly with providing thorough and effective solutions.
• Keeping Up with Technology: Staying updated with the latest technologies and practices to provide relevant support.
• Dealing with Difficult Customers: Handling frustrated or upset users with professionalism and empathy.
• Vendor Coordination: Liaise with external vendors, managing service contracts and providers to coordinate deliveries or resolve issues.

Schedule

• Full-Time Position: This role requires a commitment to a standard 40-hour work week, typically during regular business hours (e.g., 9 AM to 5 PM, Monday through Friday).
• Occasional After-Hours or Weekends: There may be instances where additional hours are required outside of standard business hours. This could include evenings, weekends, or holidays, depending on business needs or peak times.

Physical Requirements

• Equipment Handling: The job may require lifting, carrying, or transporting equipment, such as computers, printers, or other hardware. The weight and size of the equipment can vary, so physical strength and stamina are necessary.
• Checking In Hardware: Regular tasks may involve inspecting and verifying hardware upon arrival or during returns. This may require standing, bending, or reaching to ensure proper handling and documentation.

Additional Considerations

• Ergonomics: Ergonomic considerations like sitting for extended periods at a desk may apply.
• Health and Safety: Adherence to safety protocols when handling equipment to prevent injury or accidents is important.

**Equal Opportunity Employer Statement:** DigiTronix is an equal-opportunity employer and does not discriminate based on race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or any other protected status.