Intake & Triage Specialist in Marcy, New York at TOTAL SOLUTIONS IT INC

As an Intake & Triage Specialist at Total Solutions, you are the first point of contact for clients who need support. You keep our workflow moving by quickly understanding what a client needs, capturing the right details, and routing issues to the right team.

You don’t need deep technical experience, you need adaptability. The ideal person learns new systems fast, can switch tasks smoothly, communicates professionally, and thrives in a fast-paced environment. You listen actively, record information with clarity and accuracy, and help clients feel confident that their issue is understood and in good hands.

Job Responsibilities:

INTAKE

· Answer inbound calls promptly and professionally

· Identify core issues by asking the right questions and listening for key details

· Utilize Autotask to create accurate, detailed service tickets that capture symptoms, impact, and other relevant information to support the technical team

TRIAGE

· Monitor multiple communication channels and ensure timely triage

· Prioritize requests efficiently based on urgency and business impact

· Organize information quickly and accurately while aligning with workflow standards

You’ll Thrive in This Role if You Can:

· Collect and document client information with a strong attention to detail

· Communicate confidently and courteously with clients verbally and in writing

· Toggle between multiple systems like Outlook (Email), Dialpad (Phone & VM), and Autotask (Ticket Queues)

· Learn new software, navigate managed IT web-based platforms, and follow documented workflows

· Type at least 45 WPM with consistently high (>90%) accuracy

Candidate Requirements:

· Must have driver’s license and reliable transportation

· Experience in a service or technical support role is preferred