Coordinator Jobs

About The Position

Requirements

• Basic computer and operating system skills
• Must be able to learn quickly in a highly technical, fast paced and deadline intensive environment
• Excellent written and oral communication skills are required
• Experience in a role involving direct customer contact (internal and external customers)
• Ability to work in a team and communicate effectively.
• Experience with Jira Service Management or other IT Service Management (Ticketing) tools

Nice To Haves

• CompTIA A+ Certification
• Self-starter and ability to work with limited supervision
• Degree in an IT associated field of study

Responsibilities

• Coordination with IT Support to balance workload.
• Monitor queues of staff for issues needing responses.
• Monitor unassigned queue to ensure prompt responses within SLA.
• Communicate with customers as required: gathering additional information, informing them of changes.
• Improve customer service, perception, and satisfaction with fast turnaround of customer requests.
• Escalate service requests to appropriate teams as necessary.
• Assists in day-to-day IT queue support operations with some supervision
• Provide first-level basic support for end user issues
• A point of contact to the customer for all types of service requests.
• Maintains documentation with updates and changes
• Triage service requests to address urgency and scope of impact.
• Update KPI Dashboards weekly.
• Develops and reports on JIRA dashboard analytics to drive support performance improvements
• Work across other studios to bring ticket handling improvements and optimization across PSS

Benefits

• medical
• dental
• vision
• matching 401(k)
• paid time off
• wellness program
• employee discounts for Sony products
• bonus package