The role of a Support Coordinator (SC) within a Service Response Team (SRT) is to provide an interface between our Principal Consultants (account managers), the clients, and the support staff. Essentially, they are the "glue" on the team that helps ensure that everyone is in step.
Essential Duties and Responsibilities
Serve as first point of contact for help desk calls and service requests
Ensure service standards and policies are being used on each ticket
Think critically to assign inbound tickets to the best team or person for that issue
Proactively communicate with team members and clients to steer issues toward resolution
Document all customer communication in ticketing system with a high level of accuracy and detail
Review service boards consistently throughout the day to ensure tickets are resolved in a timely manner
Review tickets from the previous day to check for errors or missed information
Work closely with the Service Manager and Escalation Team to ensure tickets are being assigned properly, handling special situations and escalating issues when appropriate
Ensure that orders are ready and staged for upcoming installs
Quality of Service monitoring to ensure client satisfaction and identify training opportunities for support team members
Recognize trends and reoccurring issues, report findings to team members to help avoid “band-aid” fixes or redundant troubleshooting
Daily review of boards to ensure all tickets are investigated and resolved, guaranteeing that ongoing communication is provided to clients as necessary
Must Have Skills
Associate degree in related field, or equivalent experience
1-3 years of industry experience or related customer service experience required
A+ certification or equivalent technical knowledge is preferred
Previous administrative experience preferred
Excellent customer service and problem-solving skills
Demonstrated success with multi-tasking and the ability to adapt to an ever-changing environment while maintaining focus on priorities
Ability to proactively anticipate needs and prioritize action steps
Proficient with, or able to quickly become proficient with, a range of general and specialized software used in the organization and the industry
Excellent oral and written communication skills
Strong organization skills and acute attention to detail
Why Work With Us?
Competitive salary and commission structure
Health, dental, and vision insurance
Retirement savings plan
Company-paid Life/AD&D
Performance-based service metrics
Paid holidays
16 days PTO first year, expanded plan afterwards
Incentive Plan for Employee and Client Referrals
Complimentary gym membership within walking distance of our office
Ongoing training and professional development opportunities
Collaborative and dynamic work environment with best-in-class team members
Opportunity for career advancement within an established company founded in 1995 that continues to grow
Unparalleled company culture – go ahead and follow us on LinkedIn to see how we walk our talk and provide our associates a truly unique environment to Grow, Lead, Serve, and Do!
MIS Solutions, Inc., is a high growth, privately owned Managed IT Services Provider in Suwanee, Ga. For 27 years, we have helped small and medium businesses by delivering badass technology solutions to complex business problems. MIS Solutions was founded on the call to serve, built by developing long term relationships with clients and grown by an intense desire to deliver great value at every interaction. MIS team members make our company what it is. We are an EOS company and take pride in attracting and retaining people who are professional, skilled, and focused on results. We love to serve others and demonstrate servant leadership in the products, services, and solutions we provide and the way we market, sell, communicate, and develop relationships.