Service Coordinator

ScalableOS.com

Hybrid

Remote

Full Time

This is a remote position.

SUMMARY
The IT Service Coordinator ensures the efficient utilization of technical resources for service delivery and customer satisfaction. They are the main point of contact for clients, vendors, and all technical resources, serving as the face of the company.

JOB RESPONSIBILITIES
Service Team Success:

Answering incoming phone calls to assist our clients needs.
Clear communication with clients via incoming and outgoing calls, professional ticketed documentation, or live chat.
Attending client meeting as needed to discuss and resolve service ticket questions/issues.

Scheduling:

Schedule all new tickets for their first touch so that it can be completed within SLA
Assist team with additional scheduling as needed
TBR’s, Installs, & Escalations

Keep Tickets in Compliance:

Triage Tickets appropriately so they have the correct information, the correct priority, and are designated to the Queue or scheduled appropriately.
Ensure all tickets have a plan of action by ensuring no tickets have “red arrows”. All tickets should be scheduled to be worked on at some point in the future.
Ensure all of the tickets scheduled for a given day have been updated by you or a technician.
After making sure all tickets have the correct priority assigned, create plans to work these tickets so that 80%+ will be completed within SLA.
Have knowledge of all tickets that are out of compliance (SLA, Over 2 hours of time, etc.) and understanding where in the process they are and ensure there is a plan of action.

Balance and Manage Resources:

Ensure Queue has enough resources
Managing technicians’ daily schedules.
Move tickets and appointments around to maximize efficiency
Adjust/Monitor schedules to adjust for employee absences
Share resources
After hours

Ensure Client Satisfaction:

Verify with client any info that that would affect client satisfaction and follow up
Communication/Follow Up/Over Communicate with all parties
Track urgent or VIP tickets to completion
Over Communicate

Monitor, Track, and Report on KPI’s:

Review morning report on KPI’s every day and use that information to plan and schedule
Monitor key KPI’s and act based on the information
Report any persistent or ongoing issues with KPI’s to the Service Manager.

Communicate with Service/Operations Manager:

Any Team/HR Issues
Any Client/Ticket/Service Issues

QUALIFICATIONS

Bachelor's degree in any related discipline.
Minimum of three to five years of experience in triaging and/or creating tickets, along with scheduling and/or dispatching.
Experience in the IT services industry or as an MSP.
Excellent phone, email, and instant messaging communication skills.
Skilled in preparing written communications and materials.
Self-motivated with the ability to work in a fast-paced environment.

JOB REQUIREMENTS

Should be willing to accept a long-term work-from-home arrangement.
Should be amenable to a permanent night shift schedule.