- Dispatch and Ticket Management:
- Oversee the assignment of inbound service tickets to appropriate technical personnel.
- Monitor and manage the status of tickets within the internal ticketing system, ensuring timely resolution and communication.
- Coordinate with technical staff to prioritize and escalate tickets as necessary.
- Client Satisfaction:
- Act as the first point of contact for client communications regarding service delivery.
- Gather and analyze client feedback to drive continuous improvement in service quality.
- Work closely with the Client Success Managers to address and resolve any client concerns promptly.
- Third-Party Resource Management:
- Coordinate with external vendors and partners to align resources with client needs.
- Manage the scheduling and utilization of third-party services to complement internal capabilities.
- Procurement and Order Processing:
- Provide backup support for procurement tasks, including processing orders on the order management board.
- Assist with hardware ordering, ensuring accuracy and adherence to client specifications.
- Oversee shipping and receiving activities, tracking deliveries, and managing inventory.
- General Administrative Duties:
- Answer phone calls and direct them to the appropriate team members.
- Manage office supplies and place orders as needed to ensure the smooth operation of the office environment.
- Provide administrative support to other departments as needed to facilitate interdepartmental communication and efficiency.
- Proven experience in service coordination or a similar role, with a strong emphasis on administrative responsibilities.
- Strong organizational skills with the ability to manage multiple tasks and priorities effectively.
- Excellent communication and interpersonal skills, with a client-first mindset.
- Familiarity with general office equipment.
- Ability to work collaboratively with a diverse team of technical professionals.
- Basic understanding of procurement processes and inventory management.
- Associate degree is preferred.
- Office-based role with standard working hours.
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Service Coordinator - Pewaukee, United States - 2W Technologies, Inc.
2 weeks ago
Description
Job Description
Job DescriptionThe Service Coordinator is a crucial role within 2W Tech, acting as the central point of contact between our clients and our technical team. This role is responsible for ensuring the efficient operation of our service delivery by managing inbound ticket assignments, overseeing internal ticket management, maintaining high levels of client satisfaction, and performing general administrative office duties. The Service Coordinator will also coordinate third-party resources and provide backup support for procurement processes.
Key Responsibilities:
Qualifications:
Education and Experience:
Working Conditions:
2W Tech is a leading technology service provider specializing in cutting-edge solutions for the manufacturing industry, including Epicor ERP, IT Infrastructure, Azure cloud services, security solutions, and comprehensive managed technology programs. As an esteemed Epicor Platinum Elite Partner and a Microsoft Tier 1 Cloud Services Partner, we are dedicated to delivering unparalleled service and support.
