Executive Admin/service Coordinator
hace 2 semanas
**Job Title**:Service Coordinator**Reports to**:Service Desk Manager**Department**:Service DeskThe Service Coordinator is responsible for direct communication with clients; therefore, excellent customer service skills is a must. They are the liaison between client and technician. They are tasked with answering all client calls, ticket creation, triaging tickets and dispatching the ticket. They assign tickets to technicians, escalating them as necessary, and shuffling engineers’ schedules to ensure all tickets are addressed appropriately. The Service Coordinator is responsible for attaining maximum utilization for internal and field technicians.**Basic Functions**:- Communication with clients: keeping them informed of ticket process and any scheduling changes.- Act as a liaison between clients, technicians, and vendors.- Dispatching incoming and existing tickets to the appropriate ITCM department and technician.- Assist technicians in coordinating any needs they have from clients - scheduling, rescheduling, asking for documents, etc.- Monitor resource schedules to ensure prompt time entry on service requests.- Monitor open service tickets to make sure the team is meeting client SLA’s.- Improve client service, perception and satisfaction with fast turnaround of client requests.- Improve usage and increase productivity of IT support resources.- Responsible for ensuring all technician time and expenses are entered by ITCM deadlines.- Escalate service requests that cannot be scheduled within agreed upon SLA.- Maintain regular communication with technicians to find out how tasks are going and get clarification on the status of open tickets.- Schedule resources on the ConnectWise dispatch portal including escalating, reassigning, changing status as needed.- Ability to work in a team and communicate effectively.**Knowledge, Skills, and/or Abilities Required**:- Outgoing and friendly communication skills: such as telephony skills, communication skills, active listening and customer-care are a requirement.- Ability to multi-task and adapt to changes quickly is required.- Understanding of support tools, techniques, and how technology is used to provide IT services.- Above average typing skills to ensure quick and accurate entry of service request details.- Self-motivated with the ability to work in a fast-moving environment.- Experience with high call volume and/or fast-paced environments is highly preferred.- Computer and operating system knowledge.- Are results-oriented, self-motivated, energetic, professional and reliable.**Educational/Skills/Experience**:- BA/BS, not required but preferred.- 3+ years of in customer service.- Experienced with full Microsoft Suite**Benefits**:- Competitive salary based on experience and qualifications.- Health and additional benefits required by law.- Fun working environment and culture.- Great opportunity for advancement.- The statements above are intended to describe the general nature and level of work being performed by team members in this position. Other duties may be assigned as needed._- The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed._**Job Types**: Full-time, Permanent**Salary**: $20,000.00 - $30,000.00 per month**Language**:- English (required)License/Certification:- US Visa (required)- Sentry Card (preferred)Work Location: One location
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