Client Services Coordinator

Entre Technology Services•Billings, MT

4d•Hybrid

About The Position

Here at Entre Technology Services we provide exceptional onsite and remote IT support to small and medium size businesses across Montana, Wyoming and beyond. We work with a variety of businesses and organizations from Legal, Accounting, Medical, Dental, Manufacturing, Trucking, and nonprofits. We want employees that hold our core values of: Invest in Others, Embrace the Hustle , and the desire to Be Better . Our core focus is to Create Raving Fans every day.

Requirements

High School Diploma/GED Required
Proven track record of excellent customer service skills (employee of the month awards, etc.)
Passionate about customer care and professional growth
Communication skills – verbal and written
Organization Skills
Ability to multi-task in fast paced environment
Customer service personality and likeability
Professional, neat appearance
Ability to have empathy towards customers
“Get the job done” mentality; flexible in performing a variety of tasks; has a sense of urgency about getting things done

Nice To Haves

Education in Computer Science
IT Support Experience in MSP environment

Responsibilities

Answer incoming phone calls for Service Desk
Triage service tickets to point of assignment.
Maintain client contact information
Complete information gathering to ensure service ticket details are available when needed by a technical resource
Monitor Service Team board for new and critical/high tickets, assign tickets to a resource for resolution
Serve as first point of contact on outstanding client tickets/service issues and provide appropriate ticket “status” to client and Entre team
Assist with continued improvement of customer service, perception and client satisfaction
Understand, improve, and implement processes in client ticketing system by completing training materials provided by vendor
Serve as dispatch process expert
Schedule service tickets to technical resources using appropriate priority, service level and resource
Maintain effective communication via available communication channels with Entre Team and clients
Escalate service tickets as needed
Perform client follow-up to verify final resolution and determine satisfaction level
Understand overall service desk objectives
Understand role and function of team members
Assist admin team in providing reporting and metrics
Be alert to Entre business opportunities when working with clients, refer to appropriate resource
Be sensitive to and aware of Entre’s performance in servicing the needs of our clients
Keep apprised of changes in the industry that affect our business clients and their technology needs
Participate in new technologies research and evaluation suitable for our market and business clients/prospects
Assist with some lifting as required, such as computers, displays, and small-form factor printers