Associate Coordinator, Managed Services

Description

About ITS: 

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence. 

Job Summary:

The Associate Coordinator, Managed Services is responsible for planning and organizing activities for Tier 1 to Tier 3 support functions while tracking conformance to contractual obligations. The Associate Coordinator position provides excellent customer service to our clients and ensuring that their needs are met in a timely manner. This position 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. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. 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:

• Follow internal procedures to 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 and ensure customer deadlines are met through scheduling.
• 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 and escalate as needed

Requirements

Knowledge, Skills, and Abilities:

• Strong oral and written communication skills
• Effective time management and multi-tasking skills
• Maintains the ability to stay organized and be detail-oriented
• Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence
• 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

Experience:

• 0 to 1 years’ in customer service, dispatching, coordinating or related experience in a professional environment.
• Experience in a call-center-like environment.
• Experience with Office 365 and Microsoft's Software/Applications: Excel, Outlook, Word

Compensation Package

This position is eligible for an hourly salary ($18 - 21/hr commensurate on experience). Additionally, ITS offers a full benefits package, including:  

• Rich Medical and prescription plans  
• Dental & Vision 
• Paid Holidays and Flexible Paid Time Off 
• 401K/401K Roth with Safe Harbor matching  
• Stock Appreciation Rights  
• Company-paid life insurance, long-term and short-term disability insurance 
• Company-paid mental health support & financial wellness services 
• FSA for medical and dependent care  
• HSA option with compatible medical plan  
• Company-paid training, materials, and exams  
• Performance-based bonuses  

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.