Tac Coordinator - Livermore, United States - AMS
Description
TAC Coordinator*:
- Livermore, CA (Onsite)**The TAC Coordinator oversees and coordinates the activities of technical support teams, ensuring clients and staff receive optimal support and service. Work closely with the team, senior leadership, communications and programmatic colleagues, and others to support the overall work of the organization. Demonstrate initiative and be effective and a creative problemsolver, work independently and on teams, manage multiple priorities under tight deadlines, excellent analytical skills, strong attention to detail, ability to learn and master information quickly, ability to identify and understand trends that affect AMS.
Responsibilities:
- Manage ticket queues as per establish SLA guidelines and priorities.
- Gather relevant information of the affected areas of the customer's organization.
- Determine business impact to assign the correct priority on the reported issues.
- Escalate the case to the appropriate resources when troubleshooting efforts are not enough to resolve the issue and share all the gathered information with the next level of escalation.
- Develop an understanding of the AMS.NET ecosystem and provide effective coordination for clients.
- Under management supervision, monitor/manage service contracts, and take needed actions to address any contract balance issues and notify appropriate parties when escalation is required.
- Work with crossfunctional teams supporting our customers.
- Communicate effectively with both internal and external seniorlevel management to understand customer needs.
- Interface with vendors to directly authorize returns from the customer.
- Handle the daytoday RMA Receiving activities (utilizing Salesforce and the RMA tracking database).
- Perform basic analysis on RMA returns.
Position Requirements (Technical Skills):
- Prior experience in IT helpdesk, NOC or IT Technical Support preferred.
- Good technical knowledge, with basic understanding of networking.
- Knowledge and experience working with CRM Ticketing systems, specifically Salesforce.
- Familiarity with Microsoft Windows operating systems, and Microsoft Office Products.
- Ability to communicate complex technical terms in an easy to understand, nontechnical manner.
- Knowledge of escalation.
- Active team player, selfstarter, and multitasker who can quickly adjust priorities.
- Comfortable working across multiple departments in a deadlinedriven environment.
- RMA Receiving activities utilizing Salesforce.
Education and Experience:
- Associate's degree or higher in Information Technology or related field preferred.
- 35 years of experience in technical support/Help Desk environments are mandatory.
- Experience in Salesforce ticketing systems, or similar CRM Ticketing Systems are mandatory.
- Experience in Return or Warranty administration for hardware vendors.
- Minimum of 1 year of exceptional customer service skills along with the ability to interact with internal and external customers (required).
- Ability to explain technical concepts in easytounderstand language.
- Strong verbal and written communication, critical thinker, and customer focused attitude.
- Ability to work independently when needed, and under pressure.
Job Types:
Full-time, Permanent
Pay:
$60, $80,000.00 per year
Benefits:
- 401(k)
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Experience level:
- 3 years
- 4 years
- 5 years
Schedule:
- 8 hour shift
- Monday to Friday
Application Question(s):
- Are you OK with working onsite in our Livermore office?
Experience:
- Help desk: 3 years (required)
- Salesforce: 3 years (required)
Ability to Relocate:
- Livermore, CA 94551: Relocate before starting work (required)
Work Location:
In person
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