We are seeking a qualified SERVICE COORDINATOR to join our amazing Team. This is a full-time remote position, working hours are EST time zone. This Candidate needs to be self-motivated, flexible at problem solving and who can provide excellent liaison between our Technicians and Clients. Commitment to quality and integrity towards our clients is a must.

Job Purpose and Position Overview:

The Service Coordinator is a highly visible client facing position and is primarily responsible for managing and tracking client tickets and issues in a fast paced-dynamic Team environment. The Service Coordinator will manage incoming support requests both via email and phone calls, respond to client inquiries regarding tickets, track tickets to completion and monitor resource workloads. You will be responsible for managing client expectations and delivering exceptional customer service while supporting our Technicians so they can provide the best service possible. You will identify and solve problems in a timely manner and convey essential information to clients, as necessary.

Specific Job Duties / Responsibilities:

  • Answer all service phone calls and respond to service requests from clients
  • Prioritize service requests and set level of customer expectation by understanding the request and determining the correct level of support warranted
  • Create and manage tickets and workflow using Autotask
  • Schedule / assign tickets to Technicians and assist with adjusting priorities throughout the day
  • Perform daily QA checks on tickets closed at end of day
  • Liaison between Techs and clients to ensure follow-up and follow-through
  • Monitor customer satisfaction and work with the Team on any unsatisfactory responses
  • Ensure On-site service calls are scheduled and coordinated in advance when possible
  • Monitor metrics which for ticket close times and other key performance indicators (KPI’s)
  • Be accountable for tracking, measuring, and reporting delivered services against performance goals / service level agreements.
  • Responsible for understanding the flow of daily work pertaining to each Technician’s remote and on-site schedule
  • Participate in weekly Team meetings & participate physically in quarterly Company meetings
  • Perform other related duties as assigned.
  • Work independently and as a Team.

Preferred Personal Qualities:

  • A people person – with interpersonal skills: polite, understanding and patient
  • Enjoys fast-paced work environment, and the ability to multitask
  • Self-starter who takes initiative, is open minded, and is a Team player
  • Positive attitude with good energy
  • Displays integrity and accountability
  • Ability to communicate well both written and orally
  • Ability to manage time effectively and meet deadlines
  • Great sense of humor

Qualification, Knowledge Skill Required:

  • Minimum of 5 years’ “hands-on” experience in customer support
  • Have a working knowledge of technology and possess an understanding of computers, applications and networks
  • Experience in an IT Managed Services environment is preferred
  • Experience with Autotask PSA is required
  • Excellent communication, writing, analytical and creative problem-solving skills.
  • Excellent customer service skills
  • Ability to work well in a Team environment, to handle pressure and multiple projects simultaneously and to manage work under tight deadlines

You will be supplied a Company laptop with monitors, a desk phone and headset and any necessary office equipment.

Salary: $40,000.00 – $45,000.00 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Vision insurance
  • Life insurance
  • Short- and Long-Term Disability Insurance
  • Paid time off
  • Professional development assistance
  • Retirement plan

FULL TIME; Monday to Friday – 8am to 5pm

Experience:

  • TICKETING SYSTEM: 1 year (Preferred)
  • AUTOTASK SYSTEM: 2 years (Preferred)

Work Location: Remote

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