Service Coordinator

The Service Coordinator’s primary function is to keep many different things in motion to effectively match the logistics of people, parts and client availability to accomplish our goal of providing outstanding client service. This person must be able to effectively perform service request intake from clients then assign, schedule and dispatch Service Team members for remote or onsite service. Strong client relations are a must. This person must be able to carry a great deal of empathy and understanding of the client, their issues and their importance.

Essential Duties and Responsibilities:

  • Provide outstanding client service
  • Accurately input and track service requests by ensuring the ticket is as complete as possible at the time of entry and before Closing
  • Diligent service intake through email, phone, SMS, client portal or any other means
  • Regular service board grooming to ensure tickets are in the proper status and if anything can be done to move the ticket forward (call to client, check with tech, etc.)
  • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
  • Communication with vendors as required: keeping them informed of client needs and fulfillment timelines
  • Process and manage internal inventory, receiving and shipping
  • Ability to work in a team and communicate effectively

Additional Duties and Responsibilities:

  • Dispatch
  • Central point of communication for the team
  • Act as single point of contact to the client for all types of service requests
  • Continual review of open tickets
  • Scheduling
  • Schedule Service Delivery team members as required in ConnectWise
  • Monitor resource schedules to ensure prompt time entry on service requests
  • Managing company logistics to keep people and products and schedules aligned
  • Ticket Review
  • Verify correct Agreement and SLA selected
  • Logical Summary and Description
  • Resolution review
  • Correct configuration(s) attached
  • All tasks complete
  • Spelling and Grammar

Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Basic computer and operating system knowledge
  • Interpersonal skills: telephony skills, verbal and written communication skills, active listening and client-care
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all DEVsource's key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment

DevSource LLC is an Equal Opportunity Employer

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