Vacancy caducado!
IT Service Coordinator
Job Status: Full Time, non-exempt, 40 hours a week, Mon – Fri, with occasional evenings and weekends for networking and other special events
Education: HSD or GED; College degree is desired but not required, preferably in Computer Sciences or Business Administration
Technical Abilities: Entry-level technical abilities. We train and develop our talented employees
PURPOSE:
The employee is responsible for scheduling and managing all service tickets, fielding incoming service requests, and determining how to appropriately route unassigned or aging tickets in line with departmental processes. The Service Coordinator will maintain ATS' service standards and collaborate with the technical team to ensure our clients are provided with excellent service.
Responsibilities:
1. Schedule tickets that are submitted via email within 10 minutes of receipt
2. Run reports
3. Answer and field incoming service phone calls by the third ring if tech staff are not available
4. Schedule tickets submitted through other processes in accordance with department standards.
5. Work with scheduling software
6. Coordinate dispatches of our technicians and provide communication to clients on requests
7. Route correspondence and change requests to the appropriate support representative
8. Communicate directly with clients to gather details, or requirements to fully define issues
9. Manage service tickets throughout the life cycle of each ticket. This includes editing tickets, handling workflows, changing ticket statuses, and coordinating with internal staff to identify specific issues or problems preventing work from being completed
10. Maintain technical staff schedules to ensure technical support availability in order to efficiently route and schedule support requests
11. Verify all work performed by our technicians is documented within our PSA tool
12. Provide communication or updates to clients on existing tasks when the assigned resource is not available
13. Resolves basic customer complaints by investigating problems, developing solutions, preparing reports, and making recommendations to management
14. Forwards more complex complaint to the Service Manager
Qualifications/ Skills:
People and Sales Skills:
Enthusiastic personality, outstanding people skills, solid oral communication skills
Sincerely love working with people
Ability to use solid, persuasive arguments to engage prospective customers
Must have at least one year in customer service or direct/indirect sales position
Emphasis on client satisfaction – responsive and empathetic to client needs
Strong telephone and face-to-face presentation skills
Ability to listen well and the ability to create sales opportunities
Interest to keep improving sales skills and knowledge of MSP line of business
Technical and Computer Skills:
Must believe and understand the basics of ATS product
Grasp of basic concepts of technology
Proficiency in using a computer and strong Microsoft Outlook, Excel, and Word skills
with at least 40 words per minute data entry skills
Excellent attention to detail
Experience with scheduling software is preferred
HEALTH AND WELLNESS
100% company-paid medical and vision for employee and family (we know, right)
company-paid long term disability insurance policy
company-paid term life and AD&D and optional policies
Vacation, sick, and seven paid holidays
EAP
Allowance for work from home
Quarterly team-building events
Expanded work from home allowance after a training period for the time of COVID
FINANCIAL WELLBEING
profit sharing
401(k) match – 3%
Discretionary bonuses
PROFESSIONAL DEVELOPMENT
professional education and certification allowances
in-house continuing education
opportunities for advancement through obtaining IT certifications and experience
To apply for this position, go to this link and select the Service Coordinator position from the menu. HTTPS://WWW.OPTIMIZEHIRE.ORG/APPLY-JOB?I=OTUZ
Be part of our success. We look forward to hearing from you!
What sets us apart from other MSP companies? Check this out: https://www.atsnw.com/about-us/
Assured Technology Solutions is an Outsourced Technology Solutions company. We provide IT solutions: network and cybersecurity, software, and equipment support. We serve small to medium size companies in the Pacific NW. We are 20 years young and going strong.
A friendly IT team of 15 and growing that helps local businesses with their IT needs. We are very ambitious about who we serve and how fast we want to grow in the next 5-10 years.
We are young, and we are old, we are white, and we are people of color, we speak several languages, and we all LOVE technology.
We are an Equal Opportunity and Diverse Employer
Vacancy caducado!