Service Coordinator / Office Administrator

Location: Pittsburgh

Job Type: Contract to Hire

Position Summary: This position is responsible for providing outstanding customer service, quality control and attaining maximum utilization of internal and field technical resources through prioritizing service calls and managing the escalation process. This position is also responsible for providing first line support for incoming service requests. The Service Coordinator will work closely with and assist the Service Manager / General Manager with any additional assigned duties including but not limited to vendor management, inventory control, procurement, shipping, small quote delivery and invoicing. This role assists in servicing a variety of clients and working with executives, business owners, managers, end users, and internal staff. You must demonstrate superior communication and organization skills to respond to diverse and sometimes urgent needs.

Essential Duties and Responsibilities: Client Services • Provide fist level phone support by gathering incident information from the customer and documenting it in new tickets. Resolve these issues when possible. • Understand client expectation when creating or triaging a new service request. Ensure this expectation is communicated within the ticket and the assigned technician understands this expectation. • Update Autotask with new/correct site and contact information when changes occur • Follow CT ticket creation guidelines when creating and triaging service tickets • Proactively communicate with customers as required, by keeping them informed of incident progress, notifying them of impending changes or agreed outages • Be aware of all Client tickets and ensure the client is contacted within prescribed service level (SLA). • Schedule Management • Coordinate scheduling of technicians to ensure adequate help-desk coverage. • Schedule and escalate tickets to meet service level agreements and client expectation. • Oversee all recurring service templates and ensure they are scheduled and completed • Escalate service issues to the Service Manager / General Manager as required • Ticket and Board Management • Monitor schedules and tickets to ensure prompt time entry on service requests. • Review daily service tickets and follow through with any corrective actions. • Review timesheets daily to ensure completion. • Push for resolutions on all tickets. • Ensure all tickets past due have an active resolution plan. • Ensure all tickets that have not been touched in 3 days have an active resolution plan. • Monitor key service department metrics and take appropriate actions when we are out of compliance • Response Time – Reallocate resources, communicate correct expectation with clients. • Resolution Time – ensure the appropriate resource is assigned to high hour tickets. • Aging Tickets – review individual tickets with assigned technician and push for a resolution plan. • Stale Tickets – review individual tickets with assigned technician and communicate with client. • Current Open Tickets – review individual tickets with assigned technician and push for a resolution plan and resolution . • Contracts, Invoicing and Reporting • Maintain client contract information within Autotask. • Verify and reconcile client contracts and invoices against license and user counts from various vendors for services being provided. • Produce quarterly client profitability reports from Autotask. • Assist with production of reports for Client Quarterly Business Reviews. • Report the utilization of IT Support resources and successful completion of service requests to the Service Manager.

Additional Duties and Responsibilities: • Assist in all ordering and receiving when required • Maintain purchase log and reconcile to charge card statements. • Understand processes in Autotask and other systems by completing assigned training materials. • Handle customer payment entry and bank deposits. • Assist with CT’s marketing efforts including preparation of marketing material and mailings. • Act as CT’s Shipping and Returns Department. • Perform other tasks / errands including those that would require a vehicle such as going to the bank, making a delivery to a client, etc. • Use QuickBooks to record various transactions (invoices, payments, deposits, etc) and generate reports. • Document all processes performed by this position. Knowledge, Skills, and/or Abilities Required • Basic computer skills and competency in the use of Microsoft Office applications • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care • Ability to adapt to changes quickly • Technical awareness: ability to match resources to technical issues appropriately • Service awareness of all organization’s key IT services for which support is being provided • Understanding of support tools, techniques, and how technology is used to provide IT services • Typing skills to ensure quick and accurate entry of service request details • Self-motivated with the ability to work in a fast moving environment • Ability to work in a team and communicate effectively • Key Areas of Measurement • Manage First Response service level to stated goals. • Manage Average Resolution Time of less than 2.5 hours on the Help Desk each day. • Scheduled tasks are completed on time.

Employment Non-Negotiable(s): • Must have a clean driving record and valid PA License • Must be able to pass a standard background check • Must be able to pass a drug screening • Must be able to lift packages up to 50 lbs.

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