IT Case Coordinator

Paragus IT is the largest outsourced vendor in the Pioneer Valley, and we are just getting started.  We have aspirations of serving 1000 customers across the entire country, and we won’t stop until we get there. Ranked as one of Forbes Small Giants, we have an intense focus on culture, people, process, and continuous improvement. We are determined to be the best at everything we do, and we aren’t afraid to do the hard work required to get there. 

We are seeking energetic and passionate individual to join our team and support our clients. This individual will be instrumental in providing our clients with the help they need. 

You will succeed in this role if you: 

• Are enthusiastic and passionate 
• Are a team player 
• Like Tetris.. every day is a new scheduling puzzle 
• Are empathetic 
• Have great verbal and written communication skills 
• Love talking to people 
• Can quickly understand issues 
• Can prioritize well 
• Are detail oriented 
• Can handle stressful situations calmly 
• Have a passion for contributing to a team environment 

Summary 

The Case Coordinator works under the direction of Client Support Leadership to ensure our clients’ issues are documented and categorized quickly and correctly. Resolving our clients’ issues is the most important thing we do at Paragus, and that starts with our response. The Case Coordinator is responsible for answering client phone calls and assigning/reassigning the cases and deployments. They will also be responsible for making sure all cases that are submitted via email or our web portal have the information needed and are assigned to the correct team. The Case Coordinator makes sure we understand the issue, it is categorized & prioritized correctly, and gets assigned to the right team to resolve. Additionally, the Case Coordinator will manage the aspect of dispatching and scheduling technician on-sites 

Our clients rely on this person to get their issue into the right hands. Our technicians rely on this role to provide the information they need to efficiently solve an issue. To do this, they must know what questions to ask and what information we need.  

Qualifications 

• Excellent written and verbal communication skills 
• Experience in a customer service type role 
• Demonstrated ability to multi-task 
• Experience in answering phones 
• Ability to pivot quickly when plans change 
• Able to work in a fast paced, metric driven environment with proficiency in multitasking & navigating multiple systems and windows 
• Experience in an environment where you must prioritize issues is a plus 
• Ability to understand customer needs and ask informed questions 
• Ability to organize multiple calendars and scheduling tasks according to priority 
• A confident decision maker that has the ability to understand who does/knows what  

Compensation and Benefits: Besides your standard fare like health, dental, PTO, etc, you'll also enjoy:   

• Culture, culture, culture! Think: fun events, good beer from our own taps, great snacks (like staff lunches from the grill), amazing people (if you don't like to laugh, don't apply)   
• Extra-curricular (optional) committees, training classes, and mentorship   
• Employee ownership; that’s right, you’re not just an employee, you’re an owner! This is in addition to our 401K offering.  
• We offer either a company cell phone or a stipend for your own phone  
• Need a car for a day or so.. borrow ours!  

Hybrid Work Policy: Whether you’re saving on gas, time, or just enjoying the freedom of flexibility, remote work can directly contribute to your health and happiness. As a full-time employee you will be eligible to work remotely two days a week once you have successfully completed your onboarding.  

Paid Time Off: We at Paragus strive to not only promote but more importantly, prioritize a healthy work-life balance. As a full-time employee you will be eligible for our Flexible Vacation policy, which provides our employees with an un-capped bank of paid time off to use for vacation. Outside of the Flexible Vacation policy we also provide 5 days of sick time and personal leave, as well as 6 paid holidays.  

Employee-owned company: Why be an employee when you can be an owner? As an owner of Paragus IT, what you say matters! We highly value our partners insights and many times put recommendations to play. Additionally, you’ll see the direct impact of accomplishments through our ESOP program! 

Hours: Full Time 8-4:30pm Monday-Friday 

Compensation: $47,000-$52,000 DOE