Support Engineer - Vendor Engagement

SHI International•Somerset, NJ

6d•Onsite

About The Position

The MSP Support Engineer - Vendor Engagement Specialist is a critical administrative role within MSP Operations. The primary responsibility of this role is to facilitate and monitor communications between customers and vendors, ensuring complex issues are addressed and resolved in a satisfactory and timely manner. This role requires strong administrative skills, the ability to coordinate multiple parties, and a commitment to delivering exceptional service.

Requirements

Outstanding interpersonal skills with a customer-oriented mindset.
Team player who can collaborate effectively with various departments and stakeholders.
Proactive and self-motivated with a strong sense of accountability.
Ability to maintain confidentiality and exercise discretion.
0-2 years of experience in an administrative or customer service role, preferably within an MSP or related technology services environment.
Excellent verbal and written communication skills.
Strong organizational and time management skills.
Proficiency in PSA software, such as Autotask, and the Microsoft Office Suite.
Ability to work effectively in a fast-paced, multitasking environment.
Proven analytical and problem-solving abilities.
Strong attention to detail and commitment to excellence.

Nice To Haves

ITIL Foundation (v5 or higher)
CompTIA A+
Experience with vendor management or engagement is a plus.

Responsibilities

Act as a liaison between customers, vendors, and internal teams to ensure efficient and effective communication.
Create cases within vendor requirements to enable accurate, resolution-focused customer engagement.
Coordinate, schedule, and participate in calls and meetings between customers and vendors to address complex service issues.
Monitor interactions to ensure all customer concerns are addressed and resolved to the customer's satisfaction.
Document all communications and follow-up actions in the company's ticketing system and other relevant systems.
Identify and escalate recurring issues to the appropriate internal teams for process improvement.
Work closely with the direct supervisor to develop strategies for improving vendor relations and customer service.
Maintain an understanding of each vendor's capabilities, specialties, requirements, and limitations.
Facilitate the onboarding of new vendors and maintain updated vendor information.
Provide administrative support as needed, including preparing reports and presentations for stakeholder reviews.
Ensure compliance with all company policies and procedures, as well as legal and regulatory requirements.