Operations Coordinator
About The Position
GadellNet is looking for a skilled and motivated Operations Coordinator to deliver outstanding customer service to our clients. The Operations Coordinator’s core responsibility is to ensure that quality and timely service is delivered to our clients and is in line with GadellNet’s expectations around policy and procedures. This role will include the first point of contact for client issues and requests. Excellent customer service and communication skills are imperative to ensure an excellent client experience. This position will be a Monday through Friday, 8am – 5pm CST. GadellNet serves businesses in multiple markets with outsourced technical know-how. Our values -- Make an Impact, 100% Responsibility 0% Excuses, and Grow or Die -- drive every decision we make.
Requirements
- 1-2 years in a Customer Service role.
- Experience with incident response including customer service and communication.
- 1+ years ConnectWise or other PSA Experience preferred.
- Ability to navigate and understand MS Office products/terminology.
- Ability to understand terms in technology and how they can impact our client’s business operations. VPN Server ISP
- Excellent communication skills, both written and verbal.
- Ability to multi-task in a fast-paced environment.
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
- Experience and knowledge with Office products such as Outlook, Word, PowerPoint, etc.
- Understanding of technology and how to solve basic computer/display issues.
- Ability to present ideas in a user-friendly, business-friendly manner.
- Proven analytical and problem-solving skills.
- Experience working in a team-oriented, collaborative environment.
Responsibilities
- Be the voice of GadellNet. Provide professional, courteous, and accurate communication to all our customers.
- Collaborate and build relationships with coordination team members, engineers, account managers and other GadellNet employees in a professional manner.
- Prioritize level of escalation for all tickets.
- Enforce request handling and escalation policies and procedures.
- Maintain vigilance for tickets that represent duplicate issues or requests related to the same user.
- Maintain a vigilance for identifying and seeking billable/security approval when needed.
- Manage and Schedule tickets to engineers through ConnectWise.
- Coordinate GadellNet’s resources to ensure maximum utilization of billable resources.
- Help clients with some low impact technical issues remotely. Ex. Quickpass password resets, Monitor issues, rebooting issues etc.
Benefits
- Health, vision, and dental insurance.
- Paid time off, including parental leave and volunteer time.
- Flexible work environment.
- Access to mental health services.
- Employee matching donation program.
- 401k and employer matching.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
11-50 employees
