StarTech Computing, Inc. is seeking an experienced Service Coordinator to join our team!
POSITION SUMMARY:
The Service Coordinator is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests, in addition to, superior customer service to our clients. Perform service request intake from clients; assign, schedule and dispatch service engineers for remote or on-site service according to urgency, contractual service level agreements (SLA). This position will make priority determinations of the customer issue in relation to availability of the engineers.
POSITION RESPONSIBILITIES:
- Act as the single point of contact to the client for all types of service requests
- Process service requests as they arrive through our portal, phone, email, manual entry or direct client input.
- Schedule and assign internal and field technical resources on our dispatch portal and provide follow-up on activities.
- Monitor resource schedules to ensure prompt time entry on service requests.
- Escalate service requests that cannot be scheduled within agreed upon service levels to management.
- Communication with clients: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
- Provide superior client service, perception, and satisfaction in how clients experience expedient turnaround.
- Enter all work as service tickets into ticketing platform.
- Ability to work in a team and communicate effectively.
- Understand processes by completing assigned training materials.
- Monthly Time Approval Process:
- Approving and reconciling time entries
- Review and correct time entries specifically related to work role and billable indicator.
QUALIFICATIONS:
- Understanding of support tools, techniques and how technology is used to support and coordinate business processes.
- Interpersonal skills such as strong communication skills, active listening, written and oral communication skills and customer-care.
- At least 2 years of Dispatch/Customer Service/Vendor Management or Administrative positions.
- Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, etc.)
- Ability to self-motivate and multi-task.
- Ability to work in a dynamic and fast-paced environment.
WORK ENVIRONMENT:
Work in this environment is considered medium physical work.
Must be able to:
- Speak to individuals with poise, voice control, confidence and professional integrity.
- Respond adequately to inquiries, requests or complaints.
- Communicate effectively and efficiently.
- Manage multiple high priority initiatives in a fast paced, highly technical environment.
- Successfully perform the planning, prioritization, assessment, assignment and administrative responsibilities of this position.
- Perform under stress, deal with people acting under stress and adapt when confronted with emergency technical situations.
- Be sensitive to cultural differences among individuals and groups of people.
- Operate/use a variety of job specific office machines and other office equipment.
- Sit, walk, stand for extended periods of time.
This Job Is Ideal for Someone Who Is:
- People and team- oriented
- Adaptable/flexible
- Detail-oriented
- Ability to multi-task
- Great communicator
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Mileage reimbursement
- Paid time off
- Referral program
- Vision insurance
