Coordinator Managed Services

Job Description: 

The Coordinator, Managed Services is responsible for planning and organizing activities for Tier 1 to Tier 3 support functions while tracking conformance to contractual obligations. This position requires providing excellent customer service to our clients and ensuring their needs are met promptly. The Coordinator, Managed Services is responsible for following up with Clients via phone or email to assure the Client that their ticket has been received and will be taken care of by the Service Desk. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.

Responsibilities:

• Plan and organize ticket assignments of the technical product support functions while tracking and prioritizing client contractual obligations.
• Maintaining excellent communication between internal teams and clients to ensure the smooth flow of project operations.
• Calculating billable hours on incoming projects to forecast project assignment and priority.
• Audit and approve travel expenses for technicians and engineers required to go onsite to a client.
• Create and assign all service tickets to the appropriate technical level team in highest priority order.
• Provide support to end users with an enthusiastic attitude and maintain regular communication throughout the lifecycle of the ticket until the issue is resolved to the customer's satisfaction.
• Interacts and works directly with internal teams and vendors to escalate technical concerns, provide customer updates, and drive incidents to resolution.
• Communicate scheduling changes between office and field staff accurately and timely.
• Act as a liaison between clients and scheduled staff to communicate changes and needs on open tickets.
• Assist in answering incoming client calls when the Technicians, Managed Services are unable to.
• Prioritize the client experience while administering and prioritizing the order that tickets need to be assigned.
• Knowledge, Skills, and Abilities:
• Strong oral and written communication skills
• Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment
• Confident and comfortable with client facing activity.

Experience:

• One years in customer service, dispatching, coordinating or related experience in a professional environment.
• One years in a call-center-like environment with experience in an MSP environment is preferred.
• Bachelors degree in a related discipline or equivalence of professional work
• Experience with Office 365 and Microsoft's Software/Applications: Excel, Outlook, Word