Service Coordinator

About the role

We are seeking a skilled communicator and proactive problem-solver to join our team as a Service Coordinator. This customer-focused role serves as the central hub of our technical service operations, ensuring seamless coordination between our clients, vendors, and service desk engineers.

Key Responsibilities

• Focus on customer experience and assist in managing the customer relationship during the lifecycle of the support ticket and project.
• Cook up service desk operations by managing all activities of our technical service team, ensuring tasks are assigned promptly and effectively.
• Facilitate team communication by conducting huddle meetings to keep the team aligned and motivated.
• Maintain customer communication by answering inbound calls and keeping our customers informed about the status of their requests, upcoming onsite and scheduled work, ensuring transparency and customer satisfaction.
• Ensure all support tickets are appropriately documented and are assigned the correct priority, client site and contact.
• Monitor the Service Level Targets (SLT) metrics on each service ticket and take the necessary action to ensure we meet our goals.
• Aid with assessment and staffing of simultaneous projects.
• Track and review all tickets and work tasks, assigning to engineers based on availability and skill-level.
• Provide insight into supporting ticket trends or client experiences to your manager.
• Understand our support team structure and provide the correct ticket escalation.
• Represent Mytech Partners in a positive and professional manner.
• Perform any other duties assigned by your manager.

Skills, Knowledge and Expertise

• Strong understanding of the organization’s goals and objectives.
• Exceptional written and oral communication skills are needed to effectively communicate with both our internal team and external clients.
• Exceptional interpersonal skills, with a focus on listening and questioning with purpose.
• Customer-centric mindset to deliver exceptional customer experiences.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Problem-solving abilities.
• Maintain a high level of professionalism when interacting with clients and colleagues, representing our company positively at all times even in challenging situations.
• Valid Driver’s license and reliable method of transportation.

Benefits

• 12 days of accrued vacation in your first year
• 6 days Sick time, per year
• 8 hours of volunteer time
• Medical, Dental, and Vision insurance (employee portion fully paid)
• Company paid Life, STD, and LTD
• Professional Development Plan
• 401k with company match
• Profit Sharing