IT Service Coordinator

The IT Company•Knoxville, TN

2d•$45,000 - $50,000•Onsite

About The Position

The IT Company is growing, and we are actively seeking a highly organized and detail-oriented Service Coordinator to join our team. This individual will be responsible for coordinating and managing schedules for our IT Support Specialists while being the initial main point of contact for our customers’ end users with the technology issues they encounter. Location: Onsite in Knoxville TN Applicants must be authorized to work in the United States on a full-time basis. The IT Company is not able to provide Visa sponsorship at this time.

Requirements

Previous experience in or be a quick learner of computer technologies such as Microsoft Office products.
Strong experience and mastery over Word, Excel, Outlook and Internet Browsers.
Demonstrated experience in customer service-related jobs.
Skilled typist, able to type more than 65 WPM.
History of organizing complex and fast paced issues into sequential and logical responses.
History of coordinating dynamically changing schedules for large groups of professionals (minimum 6+).
Candidate should have reliable transportation.
Willingness to work nights and weekends if needed.
Candidate should be able to lift 50+ pounds.

Responsibilities

Monitor and manage the IT Support Specialists schedules.
Answering the phone, or responding to emails, and pleasantly interacting with customers.
Ensuring customers feel heard and assuring them that their issues are important and that we are working on getting the issue addressed and solved quickly.
Be the catalyst for making the department operate like a well-oiled machine that delivers results to clients and allows the team to feel supported.
Monitor and manage key service boards and metrics to provide follow-up, ensure workflow progress, and ensure customer satisfaction.
Ensuring and maintaining documentation to ensure proper prioritization.
Own average response time to tickets/ Ticket triage.
Own monitoring and work progress on average age of tickets.
Own monitoring and progress of number of tickets opened/closed per day.
Provide feedback received from the clients to our other delivery areas to ensure proper closure of the information loop.