Job Type: Full-time
Salary: negotiable, range $45,000 to $65,000
Required experience:
Technical Support: 4 Years
We are a national provider of Information Technology and security solutions founded in 1991. Our team is seeking the right candidate to expand our IT management practice in the DC and Baltimore metro area as well as nationally.
If you are a US citizen who can excel in both a remote work environment and at customer sites, with reliable transportation and the ability to work both independently and as part of a team, you could be the Geek We Seek.
Job Summary:
As a Service Ticket Coordinator, you will be responsible for efficiently managing service tickets, communicating with customers, assigning technical resources, and ensuring accurate documentation of all activities related to service requests.
You will play a critical role in coordinating the resolution of technical issues, maintaining high levels of customer satisfaction, and optimizing the utilization of technical resources.
Skills we seek include:
Minimum 4 years of experience in service desk operations or Information Technology
Good with documentation
Great on the phone
Extensive familiarity with Windows operating systems and Office365
Working knowledge of security software options and functionality preferred.
Knowledge of security firewalls and remote servers.
CompTIA A+ and/or other certifications preferred.
If you are the Geek We Seek, please forward your resume.
In more detail:
Summary of Location
Rockville, MD
Monday – Friday approximately 8:50am – 5pm
Detailed Responsibilities:
1. Ticket Management:
- Receive and review incoming service tickets from customers via various channels (e.g., email, phone, ticketing
system).
- Prioritize tickets based on urgency, impact, and service level agreements (SLAs).
- Ensure all necessary information is captured in each ticket, including customer contact details, issue description, and
any relevant technical details.
2. Customer Communication:
- Contact customers to gather additional information, clarify issues, and provide updates on the status of their service
requests.
- Act as a liaison between customers and technical teams, ensuring clear and effective communication throughout the
resolution process.
- Maintain a professional and courteous demeanor while interacting with customers, ensuring a positive customer
experience.
3. Resource Assignment:
- Coordinate with technical teams to assign appropriate resources to each service ticket based on skillset, availability,
and workload.
- Schedule and prioritize the allocation of technical resources to ensure timely resolution of service requests.
- Monitor resource availability and adjust assignments as needed to optimize resource utilization and meet SLAs.
4. Documentation Management:
- Maintain accurate and up-to-date records of all activities related to service tickets, including customer interactions,
technical solutions applied, and resolution status.
- Ensure all notes and updates are documented in the ticketing system in a clear and organized manner.
- Generate reports and metrics to track ticket resolution times, customer satisfaction levels, and other key performance
indicators.
Requirements:
- Proven experience in a customer service or technical support role, preferably in a service-oriented environment.
- Strong communication skills, with the ability to effectively interact with customers, technical teams, and other
stakeholders.
- Excellent organizational skills and attention to detail, with the ability to manage multiple tasks and priorities
simultaneously.
- Familiarity with ticketing systems and service management tools (e.g., Zendesk, ServiceNow) is preferred.
- Basic technical knowledge or willingness to learn technical concepts related to the products or services being supported.
- Ability to work independently with minimal supervision, as well as collaboratively within a team environment.
- Flexibility to adapt to changing priorities and work under pressure in a fast-paced environment.
- Bachelor's degree or equivalent work experience.
Physical Requirements / Working Conditions
Must be able to perform occasional reaching over shoulder height, waist level and from floor.
Must be able to work in a fast-paced environment.
Must be able to work in an unsupervised environment.
Must be able to drive / sit for extended periods of time.
Fast Paced Environment with competing priorities
Must have a valid driver’s license in the state you reside and access to an insured vehicle for travel to client sites / office.