Service Coordinator

Reports To

Service Manager in US

Position Summary

The Service Coordinator is an essential role for the Service Department. They act as the main voice of the company and function as the liaison between clients and Systems Administrators; triaging all incoming service tickets, setting expectations for the clients and making sure all requests are handling within our promised SLA (Service Level Agreement). This role will be working in tandem with an existing US based Service Coordinator.

Essential Functions

  • Triage, schedule, and assign all incoming support tickets.

  • Answer all incoming calls, take detailed notes, and route calls based on importance.

  • Provide quality, efficient, and accurate telephone/written customer service in tickets and emails.

  • Assist Systems Administrators with tickets, update notes, schedule appointments, and provide updates to clients as needed.

  • Help maintain and meet Service Department SLAs and metrics.

  • Maintain current knowledge of products, services, and IT business processes to help support the help desk team.

  • Work side by side in the office with the existing Service Coordinator in tandem to ensure clients’ requests are met quickly and efficiently.

  • Review customer requests and onsite tickets. Ensure that requests are addressed within the time constraints needed with accuracy and are fully completed.

  • Identify opportunities for gaining high customer satisfaction and increase communication with clients.

  • Identify opportunities to improve business process and/or efficiency – including development of procedures and training opportunities.

Knowledge, Skills, Abilities

  • Strong customer service and interpersonal skills.

  • Team player.

  • Excellent communication skills.

  • Extreme attention to detail and organization skills.

  • Ability to manage multiple responsibilities and prioritize tasks accordingly.

  • Ability to learn and manage multiple PC applications (Connectwise, Kaseya, Outlook, and other Microsoft Office programs)

  • Ability to research answers, learn quickly, and retain information.

  • Demonstrated initiative and self – motivation.

  • Typing skills to ensure quick and accurate entry of service request details (60+ WPM).

Experience and Education

A 4-year degree in a related field and 4 years in IT service with previous dispatching/triage experience. Relevant experience may be substituted for the education requirement.

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