Managed Services Agent

We are seeking a Managed Services Agent to join our team and ensure the highest quality service delivery for our clients. Agents are accountable for promptly diagnosing and resolving requests, proactively monitoring client systems, and escalating unresolved issues to the appropriate level. The ideal candidate is detail-oriented, proactive, and committed to meeting client service level agreements (SLAs).

Responsibilities

Request Management:

• Promptly respond to and take ownership of new service requests, providing initial responses to assure clients their issues are being addressed.
• Diagnose and resolve Level 1 requests efficiently or escalate them for diagnosis when necessary.
• Continuously monitor ticket dashboards to ensure SLA adherence and escalate at-risk tickets to prevent threshold breaches.

Proactive System Monitoring:

• Regularly check client monitoring systems to ensure functionality and identify potential issues before alerts occur.
• Log into client systems monthly to ensure accounts remain active and up to date.

SLA and KPI Compliance:

• Ensure all service and SLA commitments are met, measured by SLA conformance, CSAT, and NPS scores.
• Frequently review SLA performance, escalate issues nearing thresholds, and collaborate with the Service Delivery Management team to resolve them.

Administrative Accountability:

• Ensuring proper management of internal procedures and maintaining client information.

Must-have qualifications & competencies

• Bachelor’s degree in Computer Science, Engineering, or a related field or equivalent experience.
• 1 year of experience working in a call center, help desk environment and/or similar
• Proven experience in service request management, preferably within ITSM or similar operational frameworks.
• Proficiency with Microsoft Office applications.
• Familiarity with SLA adherence processes and performance monitoring tools.
• Strong problem‑solving and analytical skills, with the ability to prioritize tasks effectively.
• High attention to detail and strong organizational skills.
• Excellent communication skills for both client interactions and team collaboration.

Nice to have

• RPA experience (e.g., UiPath, Automation Anywhere, Blue Prism).
• Knowledge and/or experience with Agentic AI.

Benefits

• 100% payroll + benefits by law
• Work from home
• 30-day Christmas bonus
• 16 vacation days
• 1 economic day a year
• Grocery coupons
• Savings fund
• Home office stipend
• Major medical insurance
• Life insurance
• Training & certifications