Customer Success Specialist

Description Robert Half Lexington is partnering with a local IT company for this exciting opening! The main responsibility of the service coordinator is to coordinate the technicians and engineers within the help desk. This includes the assignment and escalation of support tickets, updating the ticket’s status, following up with clients, other staff members and vendors as necessary.Service coordinators are mostly responsible for the coordination and organization of the technicians. They work hand in hand with the techs who are knee deep in technical responsibilities and ensure structured documentation, correct information in tickets and assist in prioritizing tasks for completion.Ultimately, service dispatchers function as supervisors who oversee the processes of technical positions. But unlike a service delivery manager, this role is not a management position. The coordinator does however enforce procedures established by the service delivery manager by maintaining the intake, assignment and reviewing of tickets.They hold technicians accountable, perpetually checking in on tickets that appear to be forgotten. They also assess tickets to make sure engineers have left adequate notes on them or not.Duties Include: Act as the front line and often the single point of contact for customers to obtain technical support. Use of ticketing system, and technical knowledgebase to track and document all incidents. Create appropriate documentation to facilitate quickly troubleshooting all problems. Maintaining KPIs for management. Other administrative duties as assigned.Requirements Skills Required: Strong communication skills in order to work with both IT specialists and non-IT employees. Lifelong learner mindset to learn and support new technology and demonstrate knowledge through obtaining industry relevant certifications. Strong organization and multi-task tracking skills. Reliable work ethic. Excellent customer service skills (courteous, tactful, and professional demeanor). Fundamental knowledge Windows, Mac, Servers and Networking. Fundamental knowledge of Microsoft Active Directory. Cybersecurity hygiene and safe computing practices. Antivirus, backup and disaster recovery, patching, MS office.Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https:///www.roberthalf.com/us/en/terms) .