I think the role sounds like Helpdesk Administrator. Assisting the helpdesk in clearing down legacy/expired tickets and any other administratrion based around the helpdesk/SM. Examples, Creating and maintaining customer details in SM, Updating ad banners, etc.

In addition I can’t really suggest a salary as I’m not to sure about US cost of living, etc. Being a Brit!!

You need a CSR, but an untrained one, Vlad - you train them on exactly what you want them to do and nothing else, this way they don’t try to fix things, and can only execute what they’ve been instructed to accomplish. They do have to be bright enough to know where to throw the poo, though. We have this in our organization, we call it “Abraham”.

What would be great would be if you went to your local college/university and got an intern - either from the business school or the IT school. Then you don’t have to worry about what to pay them - usually the stipend is set by the school. Explain to one of the professors what you are looking for, and I’ll bet the professor will know “just the person”. Because they are non-degreed they will be less likely to try to do more than they should. Because they are in college/university, they are probably able to take instructions. As an added benefit, they probably are reasonably articulate (for telephone purposes) and reasonably able to write a coherent sentence (for reporting purposes). Besides - think of all the warm fuzzies you’ll get by giving a student a taste of “real life business.”

Our business model is a bit different than yours or even that of a typical MSP - but with that being said, we do have a person that amounts to a clean-up monkey – or a “catch-all”. In our case, the position actually looks and feels more like that of an “owner” than a secretary, or junior person. In other words, think of the position as a role that that employees can identify as having authority inside the organization, as someone who can manage quality and client satisfaction, and someone who can do the things that an owner would do if he/she had the time and inclination – including opportunity management, hiring, direction setting, and understands the industry. Kind of like what in a larger organization might be called a “Director” or “Vice President”… it’s someone who gets it, takes direction and works with ownership, and helps drive the business – both internally with employees, and externally with clients – but still has a high degree of autonomy. We found the position worked when the person had a good balance between a business and technical background, but wasn’t someone who wanted to roll-up their sleeves and dig into the day-to-day ticketing, requests, or projects. Compensation-wise, there’s an incentive component – so it definitely exceeds that of our most of our purely-technical people. All that aside - it definitely takes a commitment on ownership’s part to let the role evolve – as well as someone who can figure out what he/she is supposed to do without needing their hand-held.