Customer Care Agent

Service Desk | Full-Time | McDonough, GA

Salary Range:

$35,000 – $40,000 annually

Reports To:

Client Operations Manager and/or Operations Manager

Department:

Customer Service

Location:

McDonough, GA (on-site)

RAM-Tech PC Solutions is a growing managed service provider committed to delivering responsive, high-quality IT support to our clients. We're looking for a motivated Customer Care Agent to serve as the single point of contact for our clients — coordinating service requests, keeping customers informed, and ensuring our technical team stays fully utilized.

If you're someone who thrives in a fast-paced environment, communicates proactively, and takes pride in delivering an exceptional service experience, we want to hear from you.

• Serve as the primary contact for all client service requests — via phone, email, and direct entry
• Pre-process and triage incoming service requests, ensuring they are properly logged and prioritized
• Schedule and coordinate internal and field technical resources through our dispatch portal
• Monitor technician schedules and ensure timely time entry on all service requests
• Communicate proactively with customers — keeping them informed on incident status, upcoming changes, and planned outages
• Escalate requests that cannot be resolved within agreed service levels
• Track resource utilization and report on successful service request completion to the Service Desk Manager
• Enter all work accurately as service tickets in the helpdesk ticketing system
• Review and deliver helpdesk tickets in a timely manner
• Record time and expenses as they occur

• Strong interpersonal skills — active listening, telephone etiquette, and a genuine customer-first mindset
• Ability to multi-task, prioritize, and adapt quickly in a dynamic environment
• Basic computer and operating system knowledge
• Technical awareness sufficient to match client issues to the right resources
• Familiarity with IT support concepts and service delivery (MSP experience a plus)
• Self-motivated with the ability to work independently and as part of a team
• Clear, professional written and verbal communication

• Be part of a close-knit, growing MSP where your contributions are visible and valued
• Competitive salary range of $35,000 – $40,000 based on experience
• Supportive team environment with a strong culture of accountability and excellence
• Opportunity to grow with the company as we expand our client base