Service Coordinator
Service Coordinator
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1-3years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
This is a remote position.
- 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.
- Schedule all new tickets for their first touch so that it can be completed within SLA
- Assist team with additional scheduling as needed
- TBRs Installs & Escalations
- 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.
- 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
- 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
- Review morning report on KPIs every day and use that information to plan and schedule
- Monitor key KPIs and act based on the information
- Report any persistent or ongoing issues with KPIs to the Service Manager.
- Any Team/HR Issues
- Any Client/Ticket/Service Issues
- Bachelors 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.
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.
Employment Type
Full Time
