Service Coordinator for MSP/IT Consulting Firm
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Contact Us for a free technology assessment, or to discuss how we can make technology work for your San Jose business or call us at 408-216-5800 for immediate computer repair
Job Description
This role will handle inbound ticket and time entry exceptions, running weekly service team meetings, and process/documentation management. In addition to handling client complaints and team member evaluation, a successful candidate for this role will be able to verify and document accurate information and use metrics to track customer satisfaction and experience. Working and utilizing technicians, and training new technicians, this role requires daily tech check-in meetings. In addition, the candidate will demonstrate an ability to work independently, meeting deadlines and requirements, but not afraid to ask for help when needed to complete tasks on time and own up to, remedy, and learn from mistakes. The candidate must be able to speak English (US) clearly on the phone, have patient, and have a positive attitude.
This is a full-time position. Working on Monday-Friday in Pacific Time Zone (GMT-8) with occasional evenings and weekends, in the US, California time zone (PST).
Compensation
- Competitive Salary Compensation plus incentive bonus plan opportunity (DOE)
- Paid Holidays
- Excellent opportunity to learn, have fun and grow!
- Discretionary educational reimbursement (tuition, tests, books, and other training material)
Key Responsibilities
- Provide excellent customer service by consistently responding to service requests efficiently, and conducting interactions with users courteously and respectfully
- Develop and maintain knowledge of customer's specific business environment
- Able to work independently and follow up on requests until they are resolved
- Answer phones and follow up calls with customers and new prospects.
- Assign service request (tickets), reconcile, and prioritize tasks based on how critical (“triage”)
- Manage Office 365 Administration (sysadmin tasks) – create accounts, assign licenses, and basic account management.
- Troubleshoot computer connectivity issues related to wired and wireless network
- Quality check service requests are completed, time entered, customer issue resolved, and all related information entered
- Product research, quotes, and pricing for software and hardware
Experience Required
- Minimum 5 years of related work experience in IT and Customer Service-related position
- Minimum 2 years’ service dispatch experience for handling tickets and tasks to team members
- Experience at a Managed service provider or other outsourced IT firm is highly desired
- Willingness to work as part of a team to deliver quality service to our clients
- Delegate tasks to technicians based on skill and personality match
- Team player, ready to dive into a diverse team of talented people
- Strong writing skills for documentation of action items and end-user communication
- Ability to remain calm under pressure
Skills and Equipment Required
- Having worked within an issue tracking (ticketing) system in the past, such as ConnectWise Manage or Autotask.
- Organized and attention to details
- Ability to work on multiple priorities and/or projects simultaneously.
- Proven ability to work with little or no supervision
- Must have a reliable Internet connection of 20 Mbps UPLOAD, and reliable electric power
- Must have own laptop or desktop computer (Intel i5, 8GB RAM) with dual monitors
- Noise cancellation headset
- UPS Battery Backup for Desktop or Laptop with Battery for 1-2 hour
- Willing to install Company provided software for work on personal device (PC, Smartphone)
PREFERRED SKILLS
- ConnectWise Manage, Autotask / other MSP Ticketing System
- Continuum RMM, N-able, Kaseya, or ConnectWise Automate
- Microsoft Office 365 Administration (Outlook, Word, PowerPoint, Excel)
- Hudu or IT Glue documentation
- Worked and Support MSP customers Onsite and Remotely
- Worked in MSP Sales or Customer Services
HOW TO APPLY
Complete the form and Submit your resume in Word or PDF format with a short video. Applicants that do not follow these instructions will not be considered.
Job Questionnaire Customer Service
Why Join eSudo?
Are you looking for an opportunity to be a hero by working shoulder to shoulder with customers to solve their problems? Do you enjoy work that offers variety every day? Do you like working with the latest technology and cyber security? If so, this role with eSudo is for you!
Your day starts with a phone call or an online request for your services from one of eSudo’s many clients. Sometimes you are a problem solver, verifying what’s happening versus what should happen, diagnosing the cause of the issue, and identifying and implementing the fix. Other times, you are helping create new opportunities for improved effectiveness in business, thus delivering very high value. Quite often, this involves learning new systems and software, and stitching it into the present systems so the right information can be delivered where it can best be used to make the right decisions at the right time. This is what provides high value to the customer!
eSudo is a fast-growing Cybersecurity and IT consulting services company that provides premier support to our law firm, constructions, insurance brokers, and CPA/accounting firms in San Jose, California, and Bay Area. We have been in business for over 20+ years and focus on delivering exceptional support and strategic solutions through remote support, on-site service, and cloud technology services. We pride ourselves in empowering our clientele to focus on developing their business, while we manage and grow their IT environment.