GMS Tier 1.0 Service Coordinator

Verrex Corporation•Mountainside, NJ

About The Position

Be a valuable team member of Verrex’s Global Service Desk supporting Global Managed Services to clients in the aspect of Verrex’s offered GMS service. The Tier 1.0 Service Coordinator reviews, analyzes and evaluates incoming client trouble tickets within the service & maintenance organization. This position is responsible for entering all trouble tickets into the Verrex company system & follow the authorized processes and procedures to the appropriate team member(s). This position will coordinate the parts and resources necessary to bring trouble tickets to speedy resolution.

Requirements

1-3 years prior work experience working within a client service role
Experience working in a team environment; able to develop and maintain strong relationships with co-workers
Provide customer service that exceeds customer expectations
Use independent critical thinking skills to troubleshoot non-technical issues
Excellent written and verbal communication skills
Excellent organizational skill, efficient multitasking, and strong attention to detail
Work in a fast-paced environment and handle stressful situations
Limited weekend and/or night work may be required

Responsibilities

Respond with a sense of urgency when receiving customer correspondence that suggests customer satisfaction or retention is in jeopardy
Enter all incoming trouble tickets accurately into the Verrex ticketing system.
Answer all incoming support calls/ emails to address potential customer issues and escalate these issues as necessary.
Update and recommend process and procedure changes to better assist customers and resolve issues in an accurate and timely manner.
Provide follow-up on resolved tickets to ensure resolution to customer issues has met customer needs
Professionally answer telephone support calls for all global clients
Ensure successful customer interaction and conflict resolution for both internal and external customers
Ensuring high quality customer service at all levels.
Prompt turnaround of service technician confirmations, to meet or exceed Service Level Agreements
Field service emails/ calls as needed to ensure successful triage and escalation of trouble tickets to maintain appropriate customer service levels
Updating Room Profiles as needed to maintain accurate information
Create trouble tickets relating to covered devices under Verrex service agreements
Possess and refresh oneself on knowledge of Verrex Service Desk processes and procedures
Follow direction from Tier 2, Desk Supervisor and Upper Management for daily tasks, if needed