IT Service Coordinator at Eureka Process (Minneapolis, MN)

| Minneapolis–Saint Paul, MN
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Some IT superheroes wear capes. At TechGen our superheroes just happen to eat doughnuts and drink beer. Sound like your kind of people? TechGen is currently searching for a Service Administrator. The Service Coordinator is an integral role on our team that provides IT support to small and medium sized businesses. The perfect candidate has a strong ability to learn new techniques, move from one task to another in a quick and efficient manner as well as excellent verbal and written communication skills. We want someone who has exceptional customer service talents and a meticulous attention to detail. Time management skills are critical. Here you will be able to work side by side with service management and team members to help keep our team running effectively and efficiently. We believe in the business goals of our clients and strive to deliver best in class service on every call, every contact, every day.

 What makes us cool:

  • Co-worker came in late? Guess who is bringing the doughnuts?
  • Beer keg with two different styles
  • Weekly team training classes
  • Team meals
  • Regular check-ins to keep your career moving forward

Why we are different:

Our core values define who we are as a company as well as the people who work here. These drive us and are what we get up for every day.

We love helping people

  • We are friendly, engaging and always leave someone better off from our interaction. We are team players who do everything we can to help others. We serve people through technology. We are people people.

We are committed to excellence

  • We see the big picture. We are the experts at what we do, and people depend on us to be professional, timely and knowledgeable. We continually improve ourselves individually and as a group and always put forth our best effort.

We are forward thinking

  • We act proactively. We anticipate the impact of our actions and make decisions to maximize positive results.


Experience Desired 

Having worked within an issue tracking (ticketing or scheduling) system in the past. Experience in an IT or a high-volume Customer Service-related position. Familiarity with computer system support technology concepts highly desired.  Excellent client service skills are a MUST for this role.

The Position:

Our Service Coordinator is responsible for attaining maximum utilization of both in-house and field technical resources through daily dispatch of service requests. This team member will perform service request intakes from clients: assign, schedule, and dispatch technical resources for remote or onsite service according to urgency, and contractual service level agreement.

Responsibilities, skills, and abilities necessary for this role: 

  • Provide superior quality client interactions
  • Assist team members in client communication and scheduling
  • Following and creating written processes
  • Ability to remain calm under pressure
  • Team player, ready to dive into a diverse team of talented people
  • Handle inbound calls from clients, vendors, and technicians
  • Assist in weekly meeting preparation
    • Provide metric, KPI and other reporting needed to the Service Manager
    • Report the utilization of IT Support resources and successful completion of service requests to the Service Manager
  • Act as the single point of contact to the client for various types of service requests
  • Coordination of all IT support groups
    • Pre-process service requests as they arrive through email, manual entry, or direct client input
    • Ensure maximum utilization of billable resources
    • Delegate tasks to technicians based on skill and availability
    • Match resources to technical issues appropriately
    • Monitor resource schedules to ensure prompt time entry on service requests
    • Escalate service requests that cannot be scheduled within agreed service levels
  • Ability to understand the use of our support tools, techniques, and how technology is used to provide IT services

HR Information:  

  • Full medical benefits 
  • Company pays % of employee, option to add spouse/family at employee cost
  • 15 days of PTO, increases with tenure
  • 401K with 3% company match after 90 days of employment
  • Benefits available after 30 days of employment
  • Salary $55,000-$70,000 DOE 
  • Full time role, Monday through Friday
      • In-person/In-office position  
More Information on Eureka Process
Eureka Process operates in the Information Technology industry. The company is located in Richmond Hill, GA. Eureka Process was founded in 2017. It has 5 total employees. To see all 4 open jobs at Eureka Process, click here.
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