Service Coordinator

Truleap•Filer, ID

5d•$22•Onsite

About The Position

The Service Coordinator is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. Perform service request intake from clients; assign, schedule, and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong client relations are a must.

Requirements

Proficient Use of Connectwise (or a similar CRM, i.e. SalesForce).
Interpersonal skills, such as telephony skills, communication skills, active listening, and customer-care.
At least 2 – 5 years of Dispatch/Customer Service/Vendor Management or Administrative Positions.
Proficient in Microsoft Office Suite (Outlook, Word, Excel and PowerPoint).
Understanding of support tools, techniques, and how technology is used to promote business uptime.

Nice To Haves

Basic computer and operating system knowledge.
Ability to multi-task and adapt to changes quickly.
Technical awareness: ability to match resources to technical issues appropriately.
Service awareness of all organization’s key IT services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide IT services.
Typing skills to ensure quick and accurate entry of service request details.
Self-motivated with the ability to work in a fast-moving environment.

Responsibilities

Act as the single point of contact to the client for all types of service requests.
Coordination of all IT support groups to ensure maximum utilization of billable resources.
Triage service requests as they arrive through email, manual entry, or direct client input.
Schedule internal and field technical resources on the Connectwise dispatch portal.
Monitor resource schedules to ensure prompt time entry on service requests.
Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
Ability to work in a team and communicate effectively.
Improve usage and increase productivity of IT support resources.
Escalate service requests that cannot be scheduled within agreed service levels.
Report on the utilization of IT Support resources and successful completion of service requests to the Service Lead.
Understand processes by completing training course with the current Dispatcher.
Enter all work as service tickets into Connectwise.
Ability to diagnose and troubleshoot basic technology issues with clients to ensure efficient triage and dispatch.
Improve customer service, perception, and satisfaction.
Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
Document internal processes and procedures related to duties and responsibilities.
Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.
Performs all other duties as assigned by management.

Benefits

100% employer-paid medical, dental, and vision for employees and their family with no vesting period.
8% company matching 401(k) with no vesting period.
6% company matching pension.
Health Savings Account.
Life Insurance.
Long Term Disability.
Short Term Leave.
10 paid Holidays.
18 days Paid Time Off.
Company provided cell phone.
Fun working environment and culture.
Great opportunity for advancement.