CSM – Field Agent 

Summary 

Paragus IT is the largest outsourced vendor in Western and Central MA, and as a 100% employee-owned company, we are just getting started. We aspire to serve 1000 customers across the entire country, and we won’t stop until we get there. Ranked as one of Forbes Small Giants, our culture is built on ownership, continuous improvement, and delivering exceptional, human-first experiences. 

We are on a mission to deliver peace of mind through human-first IT—and we’re looking for a CSM Field Agent to help us do it. In this role, you will provide routine onsite support and get our clients back up and running by working assigned cases. This position is built around being present, solving problems effectively, and making clients feel seen and supported. You will act as a dependable extension of the Client Support Manager (CSM), taking on the operational load so they can focus on strategic initiatives. 

Responsibilities:

Routine Onsites & Hands-On Support 

• Execute a schedule of 1 to 2 routine onsites per day to provide consistent, professional support. 

• Conduct staff visits, survey sites for opportunities to improve workflows, and deliver direct, hands-on solutions. 

• Take ownership of issues that cannot be quickly resolved by Rapid Response Agents but do not require a Senior Case Agent. 

Case Management & Service Excellence 

• Follow ACTS Principles (Acknowledge, Capture, Take it Home, Strategize) to ensure an exceptional solution for every assigned case. 

• Apply CARES Principles (Connect, Analyze, Resource, Explain, Surpass) to prioritize an exceptional human experience alongside the technical fix. 

• Maintain elite performance metrics, including an 80-90%+ first-touch resolution rate and 98-99%+ SLA adherence. 

• Drive our primary success metric—Customer Satisfaction (CSAT)—aiming for a 95-98%+ score by delivering hands-on, human-centric support. 

Documentation & Insight Generation 

• Keep internal documentation current and capture any physical context or client nuance necessary for downstream decisions. 

• Surface high-quality recommendations, headlines, and onsite observations to feed CSM planning. 

Qualifications 

• Strong experience supporting Microsoft 365 and MS Office applications. 

• Proven ability to set up new computers, configure hardware, and troubleshoot printers. 

• CompTIA A+ certification is a strong plus. 

• Valid driver's license, reliable transportation, and the ability to travel locally to client sites on a daily basis. 

• Strong ability to actively listen, interpret client needs, and translate technical solutions into clear, human language. 

• Highly dependable, organized, and capable of working independently in the field. 

• Proactive and self-driven with a strong sense of ownership 

Ideal Candidate 

You know that being physically present is a powerful tool. When you visit a client's office, you aren't just checking boxes; you are building rapport, seeing issues first-hand, and reinforcing trust in Paragus. You come prepared, check in with the right people, and consistently uncover small improvements while resolving immediate issues. 

You maximize your impact by going beyond basic support. Your visits generate insights that make it easy for CSMs to align long-term strategy with day-to-day client realities. Because of your dependability, high CSAT, and fast resolution times, you are the reason CSMs can shift from being reactive to highly strategic. When you are in the field, the whole system simply runs smoother. 

Exemption Status: Non-Exempt  

Compensation Range: $45,000 - $65,000