Our client a Managed IT company in North York is in search of a Service Coordinator who can deliver exceptional customer service to their clients. There a lot of room for quick advancement within the company as hard work is recognized. They are one of leading IT Solution providers to law firms in the Greater Toronto Area.
Job Description:
Are you ambitious, organized, and a strong communicator? Our client is one of the fastest growing IT Support companies in the GTA. Our Service Coordinator is responsible for all non-technical and 1st level technical Support Desk tasks. Responsible for the coordination, support, management and execution of 1st Level proactive and reactive activities to ensure outstanding client support. These activities include
communicating with clients and vendors.
Essential Duties and Responsibilities:
• Handle incoming calls/emails/tickets to support our clients
• Communicate directly with clients to provide status updates or necessary follow-up
• Communicate and work directly with vendors to ensure client issues are resolved
• Monitor incoming incidents reported at the Service Desk and route appropriately to
respective teams
• Basic 1st level troubleshooting and issue resolution
• Clearly document issues and solutions
• Assist the Service Desk to help meet all SLA requirements and exercise an ownership
mentality toward customer needs, showing respect and consideration to all team
members and contributing improvements where possible to IT Service Desk operations
and processes
• Collaborate with team and Service Desk Manager to assess process improvement
opportunities, assess tools, etc. to improve Support operations
• Keep manager informed of issues that may impact the organization
• Send out customer communication
Requirements:
• Comfort with Windows desktop and Microsoft Office Suite
• Ability to grasp new technology
• Ability to follow standard operating procedures
• Ability to multi-task
• Strong organizational skills
• Experience working in a customer facing (in-person or remotely) role
• Exceptional customer service and communication skills (including C-level)
• Ability to set and manage client expectations
• The ability to work effectively in a fast-paced environment
• Strong time management skills
• Attention to detail and strong desire to learn
Compensation:
Our client offers excellent compensation and benefits, including competitive salaries
commensurate with experience, family benefits plan, internal rewards, profit sharing,
and a generous vacation plan.
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