What are the responsibilities and job description for the Service Coordinator position at Onepath?
About 1Path
1Path is a true end-to-end IT provider. As a trusted IT provider for over 15 years, 1Path is the single source for comprehensive technology support for our clients: from the design/build stage through 24x7 monitoring and account management. We provide a variety of services from Outsourced Managed Services, Cyber Security, Cloud Solutions, Workplace Technologies, to Project Management.
Our company foundation is built on Integrity, Excellence, Accountability and Teamwork. These four core values support our vision and shape our culture. We live by them every day, measure our success, and continually grow. At 1path we want our employees to have fulfilling careers and we commit to our employees by offering competitive benefits, compensation, and development opportunities. If you want to be an integral part of a rapidly growing, cutting-edge technology company with huge growth potential, 1Path is the one choice for you.
Job Title: Service Coordinator
Service Coordinators are a critical component of our Service Delivery Model. They work across several teams in many capacities to ensure the customer experience is simple, productive, and positive.
Service Coordination responsibilities include reviewing all client requests to determine the priority of their needs, speaking to/emailing with all clients, and coordinating Helpdesk Technicians, Systems Administrators, and Systems Engineers to address the client’s needs. Service Coordination is an active role where timeliness and effective and constant communication are essential. Service Coordinators are also resourced for administrative projects as needed to aid in the continual improvement of our Processes.
Organizational Relationships:
- Reports to: Service Coordination Manager
- Collaborates with: Service Delivery Managers, Global and Local Services General Managers and Directors
General Responsibilities:
Operations:
- Assist in the definition of process and compliance of the team to those processes.
- Team Members are prepared to adjust to fulfill competencies of a peer should they be on PTO
- Work with managers within the team and provide feedback on technical team member engagement/performance, and any information you have for a customer that would be of value to address.
- Ensure the ticket flow process is occurring as expected based on competencies within their specific functions:
- Active engagement with Service KPIs to ensure we meet our goals as a team
Service Coordination Functions Detail:
- Phone-based ticket creation:
- Answer Phones and Create New Tickets
- Summarize the request in a standardized format, prioritize, and categorize based on the type of issue the client is experiencing
- Route customer requests to appropriate teams for support
- Reach out to the client with relevant questions related to availability, urgency, or for additional information via phone and/or email
- Set expectations for time when technical staff will be contacting them
- Work with technical team members to ensure the most urgent needs are handled promptly
- Quickly identify if the same issue is being reported by multiple users within a company, and ensure technical resources are aware to handle accordingly
- Work with managers within the team and provide feedback on technical team member engagement/performance, and any information you have for a customer that would be of value to address
- Coordinate scheduled calls for technicians to assist users with limited availability
- Active engagement with Service KPIs to ensure we are meeting our goals as a team
- Triage (email and phone):
- Review all incoming service requests within 10 minutes
- Summarize the request in a standardized format, prioritize, and categorize based on the type of issue they are experiencing
- Get tickets assigned based on priority/ urgency and SLA
- Route customer requests to appropriate teams for support
- Quickly identify if the same issue is being reported by multiple users within a company, and ensure technical resources are aware to handle accordingly
- Reach out to the client with relevant questions related to availability, urgency, or for additional information via phone and/or email
MACD:
- Reach out to the client with relevant questions related to availability, urgency, or for additional information via phone and/or email
- Prioritization of Work based on Due Date and Urgency
- Assignment in alignment with the above
Dispatch and Field Services
- Schedule field resources alongside MACD, Issue Remediation, and Project Services Teams for all onsite customer needs
- Schedule management: Maintain schedules including planned and unplanned PTO to provide visibility into the availability of dispatch resources
Escalations:
- Assist with the prioritization of customer issues at a Tier 3 level to resolution or
- Further escalate to level 4 Client Success issue remediation
Response Coordination:
- Outreach to customers daily by phone and email where engineers were not able to reach the customer on the first attempt
- Schedule calls with clients and assign engineers appropriately based on their availability
- Persist where alert-based tickets from our system require us to contact a user to remediate a known issue with patching, antivirus, potential predicted device failure, or other potential risk to their system or data
- Work with other service coordinators to get additional information or assignment where the ticket is a non-standard event
Business Process Outsourcing:
- Ensure routing of BPO tickets to appropriate customer queues occur and are worked within SLAs
- Log and route requests where the customer email was not identified by 1Path’s ticketing platform and addressed within appropriate timing.
- NOC:
- Determine priority and Tier-based skill requirements
- Confirm tickets are being addressed within internal SLAs based on priority
- Audit outstanding tickets with work assigned to ensure continued progress is occurring
- Create additional tickets where multiple events are reported via automation into a single ticket
- Route tickets appropriately as needed to local services
- Monitor connectivity-based alerts for return to service or escalate for troubleshooting as needed
- Reach out to the client with relevant questions related to availability, urgency, or for additional information via phone and/or email
- Set expectations for time when technical staff will be contacting them
- Work with peer Service Coordinators and NOC technical team members to ensure the most urgent needs are handled promptly
- Work with managers within the team and provide feedback on technical team member engagement/performance, and any information you have for a customer that would be of value to address.
Qualifications
- Minimum of 2 years of customer service and administrative experience
- Associate degree or the equivalent of work experience
- Intermediate to advanced level on Microsoft Teams, Outlook, Excel, and Word
1Path Benefits (Full-Time Employees)
- This position is remote eligible!
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- 401K with Company Match
- 10 Paid Holidays
- Access to Telemedicine Services
- Voluntary Benefits: Accidental Injury, Critical Illness, Hospital Indemnity, Pet Insurance, Home/Auto Insurance
- Certificate Exam Reimbursement Up to $400!
- Career Coaching through Learning & Development Manager
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