Intelligent Technical Solutions logo
Intelligent Technical Solutions

Intelligent Technical Solutions is your trusted business partner for all IT support and IT consultancy in Chicago, Detroit, Las Vegas, Los Angeles, Phoenix, and San Francisco. Helping your business meet its goals is our top priority – it is what sustains and drives us. We use the next-generation security technology to help you stay protected and succeed by providing all the advantages of IT service and support while eliminating the high costs of managing IT in-house. Our service programs are designed and implemented based on a thorough inquiry and understanding of your unique business processes. Our devoted team of managed IT service engineers and support specialists monitor your networks and servers 24x7 with a proactive approach to managing your technology. Intelligent Technical Solutions: Helping businesses thrive by managing their technologies. We are growing! Be part of our team of cool, professional people. Check out our openings today: https://www.itsasap.com/job-openings

Service Coordinator

Cloud EngineerCloud EngineerFull TimeRemoteMid LevelTeam 156Since 2003

Location

United States

Posted

69 days ago

Salary

$4 / hour

Seniority

Mid Level

Job Description

Service Coordinator

Intelligent Technical Solutions

Role Description The Service Coordinator’s purpose is to provide a positive, warm and welcoming response to all communications received from clients by phone and email. They help organize and facilitate the flow of work through the Service Department, including the managing of tickets, scheduling of on-site technical resources, monitoring of all work on each Service team, holding teams accountable for work not being completed in a timely fashion, and entering new work into the ticketing system for completion by Service. - Answer incoming calls during shift hours and coordinate support tickets while ensuring coverage and client satisfaction. - Triage tickets properly by ensuring contacts, types, subtypes, priority, resource, and detailed ticket summary, etc. are accurate. - Adherence to Standard Operating Procedures (SOPs) relating to ticket creation. - Coordinate dispatch of onsite resources as needed. - Follow procurement process with incoming equipment for service tickets. - Auditing and closure of completed tickets. - Perform follow-up when a client requests an update. - Use ConnectWise to create, review and manage service tickets for the entire Service Department. - Regular review of all current Service Department tickets. - Use internal and external knowledge bases and resources to research and resolve issues independently. - Help the team identify trends, follow up on patterns, and address gaps in ticket handling. - Complete any other tasks as assigned by ITS management. Qualifications - Strong written and verbal communication skills - Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. - At least 6 months of Customer Service Experience. - Culturally Fit. - Experience with Managed Service Providers (MSPs) is highly desirable. Requirements - A home office set up that meets the following: - Windows 11 with an Intel i5 or i7 (8th generation or newer), or - AMD Ryzen 5 or 7 (2000 series or newer), or - macOS 12 or newer. - Computer: A working computer with a minimum of 8GB RAM and one of the following: - Internet: Stable internet connection with at least 5 Mbps download and upload speeds. - Audio Equipment: A quality headset with a noise-cancellation feature for meetings. - Mobile Device: A smartphone capable of installing the Microsoft Authenticator app. - Webcam: An HD webcam for video calls. - A very strong cultural fit the ITS way (Our core values will be discussed during the interview) - Excellent command of the English language both spoken and written - Able to pass our online behavior and cognitive assessments. - Able to provide NBI Clearance (for PH applicants). Benefits - Comprehensive Health Plans / HMO (Employee & Dependent/s) - Life Insurance - Flexible Benefit Reimbursement (Dental/Vision/Mental Health/Wellness/Government Contributions) - Paid Time Off (starts at 15 days per year) - Maternity/Paternity Leave - Paid US Holiday - Night Shift Bonus - Salary Advancement/Loan - Health & Wellness Program - Company-paid training and certification

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