Client Services Coordinator
Client Services Coordinator
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$ 40000 - 50000
1 Vacancy
Job Description
Here at Entre Technology Services we provide exceptional onsite and remote IT support to small and medium size businesses across Montana Wyoming and beyond. We work with a variety of businesses and organizations from Legal Accounting Medical Dental Manufacturing Trucking and nonprofits. We want employees that hold our core values of: Invest in Others Embrace the Hustle and the desire to Be Better. Our core focus is to Create Raving Fans every day.
Essential Duties and Responsibilities:
- Answer incoming phone calls for Service Desk
- Triage service tickets to point of assignment.
- Maintain client contact information
- Complete information gathering to ensure service ticket details are available when needed by a technical resource
- Monitor Service Team board for new and critical/high tickets assign tickets to a resource for resolution
- Serve as first point of contact on outstanding client tickets/service issues and provide appropriate ticket status to client and Entre team
- Assist with continued improvement of customer service perception and client satisfaction
- Understand improve and implement processes in client ticketing system by completing training materials provided by vendor
- Serve as dispatch process expert
- Schedule service tickets to technical resources using appropriate priority service level and resource
- Maintain effective communication via available communication channels with Entre Team and clients
- Escalate service tickets as needed
- Perform client followup to verify final resolution and determine satisfaction level
- Understand overall service desk objectives
- Understand role and function of team members
- Assist admin team in providing reporting and metrics
- Be alert to Entre business opportunities when working with clients refer to appropriate resource
- Be sensitive to and aware of Entres performance in servicing the needs of our clients
- Keep apprised of changes in the industry that affect our business clients and their technology needs
- Participate in new technologies research and evaluation suitable for our market and business clients/prospects
- Assist with some lifting as required such as computers displays and smallform factor printers
Education and Certifications:
- High School Diploma/GED Required
Professional Experience and Requirements:
- Proven track record of excellent customer service skills (employee of the month awards etc.
- Passionate about customer care and professional growth
- Communication skills verbal and written
- Organization Skills
- Ability to multitask in fast paced environment
- Customer service personality and likeability
- Professional neat appearance
- Ability to have empathy towards customers
- Get the job done mentality; flexible in performing a variety of tasks; has a sense of urgency about getting things done
Preferred/Highly Desired:
- Education in Computer Science
- IT Support Experience in MSP environment
Job Hours:
8 hours per day 40 hours per week. Some daily flexibility required to accomplish mutually agreed goals and satisfy client special needs
Compensation:
- DOE
- Full benefits available for permanent fulltime employees partial benefits available for temporary fulltime employees
Required Experience:
IC
Employment Type
Full-Time
