Job Details
Helpdesk & Service Coordinator
Posted: 02/22/2021
Position: Full Time
About This Job:
We are looking to supplement our helpdesk staff with employees who can receive helpdesk calls via phone, email, or our web portal. Appropriately triage the tickets and request additional information as needed, and open tickets with the relevant parts and local resources to provide service to our customers. Some basic understanding of enterprise hardware (server, storage, networking) equipment is helpful but ultimately this is not a technical position - it's a customer service and communication focused role. 
Roles & Responsibilities:
  • Active involvement and participation in service call ticket flow, including insuring customers’ needs are met, partners and field engineers are performing as required, and spare parts are being dispatched from the correct facility.
  • Ability to proactively manage tickets and resolve issues as they arrive with minimal supervision
  • Function as the first line of customer on the customer escalation path
Requirements & Qualifications:
  • Bachelor’s degree, preferred
  • Fluency in the English language required
  • Familiarity with MS Office suite of tools (Outlook, Word, Excel)
Skills Required:
Customer Service
Email Support Level 4
Customer Support Level 4
Order Processing Level 3
Technical Support Level 3
Phone Support Level 3