Service Coordinator

Job Description

Job Description

Description

We are seeking a skilled communicator and proactive problem-solver to join our team as a Service Coordinator . This customer-focused role serves as the central hub of our technical service operations, ensuring seamless coordination between our clients, vendors, and service desk engineers.

The Service Coordinator plays a critical role in maintaining efficient workflows, delivering exceptional customer service, and facilitating effective communication across all stakeholders. The ideal candidate will possess outstanding verbal communication skills, demonstrate professionalism in all interactions, and excel at prioritizing and assigning work based on multiple business needs and service requirements.

We are looking for individuals who consistently seek opportunities for improvement—people who approach every task with the mindset of, “How can I make this better?” At Mytech Partners, you'll be empowered to drive positive change, contribute innovative ideas, and help us fulfill our mission of Making I.T. Easy for our clients.

Key Responsibilities

 ·       Focus on customer experience and assist in managing the customer relationship during the lifecycle of the support ticket and project.

·       Coordinate service desk operations by managing all activities of our technical service team, ensuring tasks are assigned promptly and effectively. 

·       Facilitate team communication by conducting huddle meetings to keep the team aligned and motivated. 

·       Maintain customer communication by answering inbound calls and keeping our customers informed about the status of their requests, upcoming onsite and scheduled work, ensuring transparency and customer satisfaction. 

·       Ensure all support tickets are appropriately documented and are assigned the correct priority, client site and contact.

·       Monitor the Service Level Targets (SLT) metrics on each service ticket and take the necessary action to ensure we meet our goals. 

·       Assist with assessment and staffing of simultaneous projects.

·       Track and review all tickets and work tasks, assigning to engineers based on availability and skill-level.
·       Provide insight into supporting ticket trends or client experiences to your manager.  

·       Understand our support team structure and provide the correct ticket escalation.
·       Represent Mytech Partners in a positive and professional manner.

·       Perform any other duties assigned by your manager.

Skills, Knowledge and Expertise

·       Strong understanding of the organization’s goals and objectives.
·       Exceptional written and oral communication skills are needed to effectively communicate with both our internal team and external clients. 
·       Exceptional interpersonal skills, with a focus on listening and questioning with purpose.
·       Customer-centric mindset to deliver exceptional customer experiences. 
·       Ability to absorb and retain information quickly.

·       Ability to present ideas in user-friendly language to non-technical staff and end users.

·       Keen attention to detail.

·       Ability to effectively prioritize and execute tasks in a high-pressure environment.

·       Experience working in a team-oriented, collaborative environment.

·       Problem-solving abilities.

·       Maintain a high level of professionalism when interacting with clients and colleagues, representing our company positively at all times even in challenging situations. 

·       Valid Driver’s license and reliable method of transportation.

Benefits

Mytech offers a comprehensive benefits package which includes: 

• 12 days of accrued vacation in your first year 
• 6 days Sick time, per year
• 8 hours of volunteer time 
• Medical, Dental, and Vision insurance (employee portion fully paid)
• Company paid Life, STD, and LTD 
• Professional Development Plan 
• 401k with company match 
• Profit Sharing