Support Engineer - Vendor Engagement

Job Summary

The MSP Support Engineer - Vendor Engagement Specialist is a critical administrative role within MSP Operations. The primary responsibility of this role is to facilitate and monitor communications between customers and vendors, ensuring complex issues are addressed and resolved in a satisfactory and timely manner. This role requires strong administrative skills, the ability to coordinate multiple parties, and a commitment to delivering exceptional service.

Role Description

• Act as a liaison between customers, vendors, and internal teams to ensure efficient and effective communication.
• Create cases within vendor requirements to enable accurate, resolution-focused customer engagement.
• Coordinate, schedule, and participate in calls and meetings between customers and vendors to address complex service issues.
• Monitor interactions to ensure all customer concerns are addressed and resolved to the customer's satisfaction.
• Document all communications and follow-up actions in the company's ticketing system and other relevant systems.
• Identify and escalate recurring issues to the appropriate internal teams for process improvement.
• Work closely with the direct supervisor to develop strategies for improving vendor relations and customer service.
• Maintain an understanding of each vendor's capabilities, specialties, requirements, and limitations.
• Facilitate the onboarding of new vendors and maintain updated vendor information.
• Provide administrative support as needed, including preparing reports and presentations for stakeholder reviews.
• Ensure compliance with all company policies and procedures, as well as legal and regulatory requirements.

Behaviors and Competencies

• Multi-Tasking: Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.
• Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
• Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
• Initiative: Can identify opportunities for improvement, propose solutions, and take action without explicit instructions.
• Adaptability: Can adjust to changes in the work environment, manage multiple tasks, and effectively handle uncertainty.
• Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
• Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
• Teamwork: Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.
• Time Management: Can generally use time effectively and is working towards improving task prioritization and deadline management.
• Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.

Skill Level Requirements

• Outstanding interpersonal skills with a customer-oriented mindset.
• Team player who can collaborate effectively with various departments and stakeholders.
• Proactive and self-motivated with a strong sense of accountability.
• Ability to maintain confidentiality and exercise discretion.

Preferred Certifications

• ITIL Foundation (v5 or higher)
• CompTIA A+

Other Requirements

• 0-2 years of experience in an administrative or customer service role, preferably within an MSP or related technology services environment.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Proficiency in PSA software, such as Autotask, and the Microsoft Office Suite.
• Ability to work effectively in a fast-paced, multitasking environment.
• Proven analytical and problem-solving abilities.
• Experience with vendor management or engagement is a plus.
• Strong attention to detail and commitment to excellence.

The estimated hourly pay range for this position is $22.00 - $28.00. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity M/F/Disability/Protected Veteran Status