Service Coordinator - West Springfield, United States - Northeast IT Systems, Inc.

Description

Title:
Service Coordinator


Status:
Full-time,non-exempt; 8:30 AM to 5:00PM; travel not normally required


DatePosted:
May 14, 2024

• Discern and document the urgency of a problem and prioritize scheduling to meet or exceed customer expectations;
• Work well in a team environment;
• Have an understanding of computers and common business software;
• Adapt to new techniques and technologies, and evolve along with the role.
• Understand and believe in the company's goals and objectives
• Learn, absorb and retain new information;

As one of the first voices our clients will hear, we expect this individual to bean excellent company ambassador.

Not only will this role require the opening, monitoring and prioritization of service requests, but also following up with clients to ensure satisfaction, while strengthening client relationships.

If you are hyper-organized, passionate about building processes and improving productivity, this is the position for you

Though job duties can vary, your primary role is coordinating support for end users on our client's networks.

You will be primarily responsible for:

• Working from our office 8:30AM 5:00PM, Monday through Friday. Working from home may be permitted due to inclement weather;
• Reviewing and monitoring service boards and scheduling resources for new and existing support tickets;
• Recording clear details regarding client support requests and/or obtaining more details as required;
• Ensuring clients are always updated with statuses of support requests;
• Ensuring that all requests are met in a timely fashion according to SLA's;
• Maximizing support team member productivity by planning efficient travel routes for onsite appointments;
• Monitoring support team member locations and scheduled appointment arrival/departure times;
• Working with all internal team members to facilitate and keep support requests moving forward;
• Performing postresolution followups to ensure client satisfaction.
• Performing related duties consistent with the scope and intent of the position.

This is a great opportunity for someone who:

• Wants a company that truly cares about its customers and employees.
• Loves a fastpaced, nodrama workplace, where office politics, gossip and negativity are not tolerated.
• Is extremely detailoriented and appreciates people who take an organized, systematic approach to achieving success.
• Likes to work in a company where your input, contributions and ideas will directly impact the company's growth and success.
• Is a quick, selfmotivated learner who wants to work for a company that will invest in your education and training.
• Enjoys having conversations with (and helping) small business owners and managers.
• Loves building relationships with people and providing a true "WOW" experience.
• Wants a position that will offer upward earning and career advancement.
• We're confident, witty and fun. We treat people how we like to be treated. We encourage team work and make each other feel good about the work we are doing. We help our teammates when someone is struggling and congratulate on a job well done. At the end of the day, you'll have more knowledge than when you started.

Salary:
$40,000.00 to$48,000.00/year


Experience:

• Service Dispatch or Scheduling: 1 year (required)
• Previous experience in an MSP environment (Preferred, but not required)

Benefits:

This position provides a competitive salary and company benefits.

As a full-time employee, you will qualify for health & dental insurance, company matched retirement plan andall other benefits offered by the company.

You must be based within an hour West Springfield, MA and be a US citizen (sorry, no exceptions).

• Paid time off
• Health & dental insurance
• Various included & voluntary life insurance and accident insurance policies
• Companymatched retirement &other voluntary options
• Workplace perks such as food, coffee and company outings

Education:

• High school or equivalent (required)

Work Authorization:

• United States Citizen (required)

Work Conditions:

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Additional Compensation:

• Bonuses

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Flexible schedule
• Paid time off

Schedule:

• Monday to Friday

Pay:
$40, $48,000.00 per year


Experience:

- relevant: 1 year (preferred)


Work Location:
In person