The Role
Monitors service delivery workloads, SLAs, queues, and performance metrics; manages escalations; develops operational reports and dashboards; coordinates schedules and workload distribution; provides Tier 1 technical and customer support; performs root cause analysis; coaches team members; and drives process improvements across service delivery operations.
Summary Generated by Built In
THIS IS NOT A REMOTE OR HYBRID POSITION. YOU MUST BE ABLE TO WORK IN THE OFFICE IN JONESBORO, AR.
The Services Coordinator- Support is responsible for monitoring service performance, supporting team productivity, managing escalations, and ensuring customer Service Level Agreements (SLAs) and company expectations are consistently met.
The ideal candidate combines strong operational, analytical, and leadership skills with a customer-first mindset. This individual will work closely with cross-functional teams, support continuous process improvement initiatives, and provide direct customer and technical support when needed.
Responsibilities:
Qualifications:
Who We Are:
We’re not just another IT services firm—we're architects of business transformation. Our cutting-edge solutions and customer-first approach are revolutionizing how businesses connect, communicate, and create value in the digital landscape. As a national leader in IT service delivery, we're seeking sharp, results-driven professionals to join our team and push the boundaries of what's possible.
At Optus, we've cultivated an environment where innovation thrives, collaboration is second nature, and openness drives progress. Our team leverages its expertise and commitment to CX to streamline multi-site enterprise operations, ensuring seamless functionality and instilling confidence in our clients nationwide. By joining us, you'll be part of a dynamic force that's setting new standards in IT service excellence.
Physical Demands / Working Conditions:
Ability to read, write, and communicate both orally and written to external and internal customers and employees. Normal vision and normal hearing with or without correction. Ability to lift and/or carry up to 25 lbs., periodically, throughout workday. Ability to stand, walk, climb stairs, sit in one place, squat and kneel continuously throughout day. Ability to reach, bend, and twist continuously throughout day. Ability to use hands for gripping and squeezing, as well as repetitive hand and wrist motions. Ability to work together effectively and professionally with internal and external customers.
“Equal Opportunity M/F/Disability/Vet Employer”
The Services Coordinator- Support is responsible for monitoring service performance, supporting team productivity, managing escalations, and ensuring customer Service Level Agreements (SLAs) and company expectations are consistently met.
The ideal candidate combines strong operational, analytical, and leadership skills with a customer-first mindset. This individual will work closely with cross-functional teams, support continuous process improvement initiatives, and provide direct customer and technical support when needed.
Responsibilities:
- Monitor Service Delivery team workloads, activity queues, and performance metrics to ensure SLAs and operational objectives are met.
- Manage customer and internal escalations, ensuring timely resolution and effective communication.
- Develop, maintain, and analyze operational reports, dashboards, and service metrics to drive performance improvements.
- Collaborate with cross-functional teams to support service delivery, process efficiency, and customer satisfaction.
- Identify operational challenges, perform root cause analysis, and implement corrective actions to improve service quality.
- Manage daily team scheduling and workload distribution to ensure adequate coverage and productivity.
- Support customers directly through service reviews, follow-up communications, Tier 1 technical support, and dispatch coordination when needed.
- Coach and guide team members, identify training opportunities, and support professional development initiatives.
- Promote continuous improvement through process reviews, operational feedback, and performance-driven recommendations.
- Model company values, maintain a customer-first mindset, and support a collaborative, high-performing team environment.
Qualifications:
- Bachelor's degree or equivalent experience with 3-5 years of experience in service delivery, telecommunications, technology operations, customer support, or a related field.
- Telecommunications or technology industry experience required; call center or service desk experience preferred.
- Strong leadership, organizational, analytical, and problem-solving skills.
- Excellent verbal and written communication skills with a customer-focused approach.
- Advanced proficiency in Microsoft Office, particularly Excel and reporting tools.
- Ability to manage multiple priorities, analyze performance metrics, and thrive in a fast-paced environment.
- Experience with SLA management, escalations, process improvement, and team coaching is a plus.
- Hourly pay between $16/hr. - $18/hr., based on experience.
- 401(k)
- 401(k) matching
- AD&D insurance
- Dental insurance
- Disability insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Tuition reimbursement
- Vision insurance
Who We Are:
We’re not just another IT services firm—we're architects of business transformation. Our cutting-edge solutions and customer-first approach are revolutionizing how businesses connect, communicate, and create value in the digital landscape. As a national leader in IT service delivery, we're seeking sharp, results-driven professionals to join our team and push the boundaries of what's possible.
At Optus, we've cultivated an environment where innovation thrives, collaboration is second nature, and openness drives progress. Our team leverages its expertise and commitment to CX to streamline multi-site enterprise operations, ensuring seamless functionality and instilling confidence in our clients nationwide. By joining us, you'll be part of a dynamic force that's setting new standards in IT service excellence.
Physical Demands / Working Conditions:
Ability to read, write, and communicate both orally and written to external and internal customers and employees. Normal vision and normal hearing with or without correction. Ability to lift and/or carry up to 25 lbs., periodically, throughout workday. Ability to stand, walk, climb stairs, sit in one place, squat and kneel continuously throughout day. Ability to reach, bend, and twist continuously throughout day. Ability to use hands for gripping and squeezing, as well as repetitive hand and wrist motions. Ability to work together effectively and professionally with internal and external customers.
“Equal Opportunity M/F/Disability/Vet Employer”
Skills Required
- Bachelor's degree or equivalent experience
- 3-5 years of experience in service delivery, telecommunications, technology operations, customer support, or a related field
- Telecommunications or technology industry experience
- Strong leadership, organizational, analytical, and problem-solving skills
- Excellent verbal and written communication skills with a customer-focused approach
- Advanced proficiency in Microsoft Office, particularly Excel and reporting tools
- Ability to manage multiple priorities, analyze performance metrics, and work in a fast-paced environment
- Call center or service desk experience
- Experience with SLA management, escalations, process improvement, and team coaching
- Ability to work in-office in Jonesboro, Arkansas; position is not remote or hybrid
- Ability to lift or carry up to 25 pounds periodically and perform the stated physical activities
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The Company
What We Do
Optus, Inc. is a national technology advisory and IT services firm that helps enterprise organizations simplify complexity and scale with confidence. The company provides a vendor-neutral approach to technology—spanning hardware, software, connectivity, cloud services, and IT support—designed to advance the modern hybrid workplace and solve complex communications challenges for the largest organizations.
