Service Coordinator

Job Description

Job Description

Description

Are you a skilled communicator with a knack for problem-solving? Join our Service Desk Team as a Service Coordinator and become the central hub of our technical service operations. You'll be the mastermind behind coordinating and dispatching tasks, ensuring a smooth interaction between our clients and service desk technicians.

Key Responsibilities

Coordinate Service Desk Operations: As a Service Coordinator, you'll OWN the operations of the service desk for their team. This means managing all activities of our technical service team, ensuring tasks are assigned promptly and effectively.

Facilitate Team Communication: Conduct daily huddle meetings to keep the team aligned and motivated. Celebrate successes, identify challenges, and communicate any urgent needs during these sessions.

Handle Incoming Communication: Be the first point of contact for incoming calls, efficiently generating service requests or directing calls to the appropriate team members.

Manage Service Requests: Monitor and review all service requests, prioritizing them based on urgency and technician availability. Assign tasks to engineers, ensuring they match the required skill level.

Schedule Technical Support: Coordinate both remote and onsite technical support, scheduling visits based on the priority and urgency of the requests.

Maintain Customer Communication: Keep our customers informed about the status of their requests, upcoming onsite visits, and scheduled work, ensuring transparency and customer satisfaction.

Ensure Service Level Agreement (SLA) Compliance: Monitor the resolution of service requests to ensure they are being resolved within the agreed-upon SLAs.

Escalate Issues When Necessary: Identify and escalate any service requests that require additional attention or expertise to ensure prompt and high-quality customer service.
Skills, Knowledge and Expertise

Strong Communication Skills: Excellent verbal communication skills are essential for effectively coordinating with both internal teams and external clients.

Customer-Centric Mindset: A thorough understanding of customer service principles and a commitment to delivering exceptional customer experiences.

Problem-Solving Abilities: Flexibility and adept problem-solving skills are crucial in our fast-paced environment.

Prioritization Skills: Ability to prioritize and assign work based on multiple factors, ensuring efficient task management.

Professionalism: Maintain a high level of professionalism when interacting with clients and colleagues, representing our company positively at all times.

Benefits

Mytech offers a comprehensive benefits package which includes: 

• 12 days of accrued vacation in your first year 
• 6 days Sick time 
• 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