Concierge

About us

RoundTable Technology is a growing IT company offering premier managed IT services to nonprofits and for-profit clients. We are headquartered in Frisco, Texas with offices and staff in Maine, New York City, and the Philippines. 

Wanted: Concierge Focused on Customer Service

Are you a customer service-oriented team player with a passion for working in the technology industry, who knows how to communicate effectively, demonstrate confidence, and make clients and colleagues feel that no matter what, we will find a way to solve their problems? Do you look forward to the next opportunity to help a client get the help they are seeking, quickly and efficiently? Are you passionate about being a friendly, helpful voice?

For the client focused professional who said “yes” to all of these questions, we’d like to meet you.

We are a small, fast-growing Managed Services Provider that needs a Concierge to join our team, which services small to medium-sized businesses in the Maine, Dallas-Fort Worth Texas, New York, NY and West Coast area locations. Ideal candidates will have experience managing incoming calls in a fast-paced, customer-focused environment.

In this position, you will work with a fantastic group of colleagues who embrace continuous improvement and learning. We share our knowledge to grow the team and expand our expertise. We are one of the most successful MSPs in our target space and have an excellent reputation and client base. If you enjoy a culture of client service, collaboration, and learning, you will find our organization to be a thrilling opportunity and a wonderful place to call home.

Role Overview

The Concierge serves as the first point of contact for inbound phone communications, acting as a professional and knowledgeable “traffic controller” for client calls. This role is responsible for answering inbound calls, quickly identifying the client and their needs, and accurately routing each call to the appropriate internal team: Support Pods, Sales, Billing, or Account Management.

In addition to call handling, this role actively monitors operational dashboards and service metrics, proactively alerting managers and teammates to potential issues such as elevated call volumes, long wait times, or risks to SLA compliance.

Call Handling & Routing

  • Answer inbound phone calls in a professional, courteous, and efficient manner
  • Identify the caller, client account, and reason for contact with clarity and accuracy
  • Determine the appropriate destination for each call based on client name, issue type, and urgency
  • Route calls to the correct Support Pod, Sales, Billing, or Account Management team
    • Discard / Disrupt Spam and Solicitation attempts
  • Provide basic information or clarification when appropriate before transferring calls
  • Ensure a smooth handoff by clearly communicating context to the receiving team

Customer Experience

  • Serve as a positive, calming first impression for clients
  • Demonstrate active listening and empathy to ensure callers feel understood and supported
  • Maintain a client-focused mindset while balancing operational efficiency

Monitoring & Operational Awareness

  • Monitor real-time dashboards related to call queues, wait times, and service levels
  • Identify trends or anomalies that may indicate service degradation or risk to SLAs
  • Proactively alert managers and relevant team clients to:
    • Long or growing wait times
    • Call volume spikes
    • Staffing or queue imbalances
    • Potential or impending SLA breaches

Communication & Coordination

  • Collaborate closely with Support, Sales, Billing, and Account Management teams
  • Communicate clearly and concisely via chat, email, or internal tools when escalating concerns
  • Follow established escalation and notification procedures

Process & Quality

  • Adhere to call routing standards, workflows, and documentation requirements
  • Accurately log calls, notes, and dispositions as required
  • Identify opportunities for improving call flows, routing logic, or client experience

Required Skills & Qualifications

  • Strong verbal communication and active listening skills
  • Ability to quickly assess situations and make accurate routing decisions
  • High attention to detail and strong situational awareness
  • Comfort working with multiple systems, dashboards, and tools simultaneously
  • Ability to remain calm and professional in high-volume or high-pressure situations
  • Strong organizational and time-management skills

Preferred Qualifications

  • Previous experience in customer support, call center, or service desk environments
  • Familiarity with SLA-driven support models
  • Experience working with ticketing systems, call routing software, or monitoring dashboards
  • Knowledge of support pod or tiered support structures

Key Success Factors

  • High accuracy in call routing
  • Positive client feedback on initial call experience
  • Proactive identification and escalation of operational risks
  • Strong collaboration with internal teams

Schedule

  • This is a salaried position with general hours of 40-45 hours per week.
  • Final Shift schedule is determined by the Manager, but will generally be the US day shift, East Coast Hours 8-5 or 12-8.

Benefits:

  • Salary Range: $32K to $47K depending on experience
  • Health/Dental Insurance
  • Long & Short-Term Disability
  • Life Insurance
  • 401k with Matching
  • Reimbursement for traveling, certs, and training
  • PTO days, sick time & Holidays

How to apply:

Please submit a thoughtful cover letter and resume to grow@roundtabletechnology.com.

RTT is an Equal Opportunity Employer. All employment decisions shall be made without regard to age (40 or older), race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, pregnancy, citizenship status or any other basis as protected by federal, state, or local law. RTT is committed to providing IT employment opportunities to Women and Underrepresented Minorities in the IT industry.