Service Coordinator

Title: Service Coordinator

Status: Full-time, non-exempt; 8:30 AM to 5:00PM; travel not normally required

Date Posted: December 2, 2024

Description: Northeast IT Systems, Inc. is a Managed IT Services Provider (MSP) seeking a full time, experienced Service Coordinator to join our growing team. Our mission is to deliver the highest quality information technology services and provide an unparalleled level of service by always going above and beyond for our clients. We are looking for a confident, detailed-oriented team member with exceptional customer service skills to problem solve and coordinate service-related tasks. The ideal candidate will have prior scheduling experience with a proven track record for success. Experience with ticketing systems such as ConnectWise Manage and remote control technologies such as ConnectWise Control/Automate is preferred.

In this role, a successful candidate will be able to:

• Discern and document the urgency of a problem and prioritize scheduling to meet or exceed customer expectations;
• Work well in a team environment;
• Have an understanding of computers and common business software;
• Adapt to new techniques and technologies, and evolve along with the role.
• Understand and believe in the company’s goals and objectives
• Learn, absorb and retain new information;

As one of the first voices our clients will hear, we expect this individual to bean excellent company ambassador. Not only will this role require the opening, monitoring and prioritization of service requests, but also following up with clients to ensure satisfaction, while strengthening client relationships. If you are hyper-organized, passionate about building processes and improving productivity, this is the position for you!

Though job duties can vary, your primary role is coordinating support for end users on our client’s networks. You will be primarily responsible for:

• Working from our office 8:30AM -5:00PM, Monday through Friday. Working from home may be permitted due to inclement weather;
• Reviewing and monitoring service boards and scheduling resources for new and existing support tickets;
• Recording clear details regarding client support requests and/or obtaining more details as required;
• Ensuring clients are always updated with statuses of support requests;
• Ensuring that all requests are met in a timely fashion according to SLA’s;
• Maximizing support team member productivity by planning efficient travel routes for on-site appointments;
• Monitoring support team member locations and scheduled appointment arrival/departure times;
• Working with all internal team members to facilitate and keep support requests moving forward;
• Performing post-resolution follow-ups to ensure client satisfaction.
• Performing related duties consistent with the scope and intent of the position.

This is a great opportunity for someone who:

• Wants a company that truly cares about its customers and employees.
• Loves a fast-paced, no-drama workplace, where office politics, gossip and negativity are not tolerated.
• Is extremely detail-oriented and appreciates people who take an organized, systematic approach to achieving success.
• Likes to work in a company where your input, contributions and ideas will directly impact the company’s growth and success.
• Is a quick, self-motivated learner who wants to work for a company that will invest in your education and training.
• Enjoys having conversations with (and helping) small business owners and managers.
• Loves building relationships with people and providing a true “WOW” experience.
• Wants a position that will offer upward earning and career advancement.
• We’re confident, witty and fun. We treat people how we like to be treated. We encourage team work and make each other feel good about the work we are doing. We help our teammates when someone is struggling and congratulate on a job well done. At the end of the day, you’ll have more knowledge than when you started.

Experience:

• Service Dispatch or Scheduling: 1 year (Required)
• Previous experience in an MSP environment (Preferred, but not required)

Benefits:

This position provides a competitive salary and company benefits. As a full-time employee, you will qualify for health & dental insurance, company matched retirement plan and all other benefits offered by the company. You must be based within an hour West Springfield, MA and be a US citizen (sorry, no exceptions).

• Paid time off
• Health & dental insurance
• Various included & voluntary life insurance and accident insurance policies
• Company-matched retirement &other voluntary options
• Workplace perks such as food, coffee and company outings

Education:

• High school or equivalent (Required)

Work Authorization:

• United States Citizen (Required)

Work Conditions:

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Additional Compensation:

• Bonuses

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Flexible schedule
• Paid time off

Schedule:

• Monday to Friday

Job Type: Full-time

Pay: $21.00 - $26.00 per hour

Expected hours: 40 per week

Experience:

• relevant: 1 year (Preferred)

Ability to Relocate:

• West Springfield, MA 01089: Relocate before starting work (Required)

Work Location: In person

Salary : $21 - $26