Job Details
Service Coordinator
Posted: 10/19/2021
Position: Full Time
About This Job:
The Service Coordinator is responsible for the triage (identification, classification, and preparation), dispatch (assignment to appropriate team members), and coordination (scheduling support, follow-up, and post-processing) of all service requests and other assigned tickets. The Service Coordinator works closely with the Service Operations team to ensure the timely and proper routing and resolution of tickets in accordance with Digital Seattle’s Client SLA (Service Level Agreement). Additionally, the Service Coordinator supports other efforts within the organization requiring similar communications, scheduling, and follow-up skills.
Roles & Responsibilities:
Position duties and responsibilities include, but are not limited to the following:
1. Triage incoming service requests and assign to the appropriate resource.
2. Dispatch and coordinate technical resources for remote and on-site activities.
3. Maintain an awareness of all service tickets in order to properly assign issues based on ability and availability, identify trends and recurring issues, and any need for follow-up.
4. Coordinate service team operations to maximize efficiency and compliance to company policies.
5. Cultivate strong relationships and trust with fellow team members and clients.
6. Use proper planning and communication to reduce the stress that comes with last minute schedule changes and unexpected activity.
7. Coordinate and assist in providing necessary remote meeting resources (Teams conference setup, materials, etc.).
8. Manage agendas, travel arrangements, appointments, etc.
9. Manage a high volume of phone calls, email, and other various correspondence.
10. Provide administrative support for the Service Operations team.
11. Assist in generating and preparing information in support of Service Operations, including proposals, account reviews, and reports.
12. Ensure the accuracy and timely entry of time records, expenses, and products for billing.
13. Growth into additional responsibilities, based on your individual capabilities, should be anticipated.
Requirements & Qualifications:
-with at least 10mbps internet connection
-has computer with i5 processor and 8GB RAM
-noise cancelling headset is a must

-At least 2 years in college
-At least 2 years call center experience in customer service/tech support
-willing to work on night shifts and weekends
-ConnectWise Manage experience is highly desirable
Skills Required:
Customer Service
Customer Support Level 4
Phone Support Level 4
Email Support Level 3
Chat Support Level 2
Technical Support Level 1
Administrative Support
Email Handling Level 3