Client Coordinator

Responsible for achieving maximum efficiency of our internal resources through daily dispatch and scheduling of service requests through Autotask. Requests are submitted via phone call, email, automated alerts, and client portal tickets. It will be your responsibility to ensure clients requests are met quickly and accurately with extraordinary customer service.

Job Duties

• Serve as the initial point of contact for customers and their end-users seeking technical assistance and escalate as necessary.
• Handle calls, emails, and automated service requests from clients requiring assistance.
• Resolve level one issues such as password resets and system reboots.
• Coordinating with other team members and departments.
• Creating and managing service tickets & calendar appointments for technicians.
• Will have daily communications with Clients and Employees required to complete incoming requests.
• Ability to meet First Call Resolution goals.
• Ask educated questions and listen to customers to determine the root cause of the issue(s) in order to provide information to Help Desk Specialists
• Follow-up and update support ticket statuses as requests change
• Track and ensure new hardware is being received and prepared to be delivered.
• Ability to provide administrative assistance to other departments as needed.
• Must be self-motivated and operate in a fast-paced environment.
• Must have a positive attitude and a desire to assist our clients and internal staff.
• Must possess superior customer service skill, strong oral and written communication skills.
• Perform responsibilities in accordance with all company standards, policies and procedures.
• Maintain Confidentiality with regards to the information being processed, stored, or accessed by the end-users on the network.

Work Styles

• Technical Capacity

• Problem Solving/Analysis
• Time Management
• Teamwork Orientation

Work Environment

This job operates in a professional office environment at our office in Kernersville. Hours are 8-5 Monday through Friday.

Work Values

• Maximize - Maximize your effort. Exceed Expectations of the customer. Go above and beyond. Be Proactive. Always be your best self.
• Optimize - Optimize your words and actions while maintaining a positive attitude. Offer Solutions, not problems.
• Revolutionize - Move the line, Push boundaries. Initiate change for the better.
• Harmonize - Creative cooperation, teamwork, inclusion.
• Materialize - Materialize solutions and own the results. Accountability.

Requirements

• High School or GED
• 5 years of experience supporting business in dispatch or a help desk role
• Proficient in Autotask or other dispatch/ticketing software

Benefits

• Health
• Dental
• 401K
• Disability
• Paid vacation