Service Coordinator for IT Service Desk - (Fully remote)

Qoverage in Dallas, TX is looking to hire a full-time Service Coordinator to provide excellent customer service and team leadership. Do you have a strong work ethic? Do you prefer to work from your dedicated office space in your own home? Would you like to further your career with a fun and growing small company? If so, read on!

This position earns a competitive salary, excellent benefits and perks, including medical insurance, paid time off, paid holidays, technology package, company team-building events, certification training courses, exam fees, and study materials. If this sounds like the right opportunity for you, apply today!

ABOUT QOVERAGE

Qoverage is a fun, friendly, growing, high-performance IT managed services provider. Our client services include fully managing IT systems, or co-managing IT with companies' internal IT teams. We offer managed computer systems, network installation, cloud-hosted systems, cybersecurity solutions, VoIP systems, email and cloud services, and full-service on-site and remote technical support. To learn more about our company's services, check out our website: https://www.qoverage.com/services-solutions/

We have a clear company vision and direction, and our highly valued employees are helping us bring that vision to reality. We promote a culture of teamwork and healthy working relationships between employees and our leadership teams. Our company is full of dedicated and passionate people, and we can promise you'll never be bored. We hope you'll be our next superstar!

THE LIFE OF A SERVICE COORDINATOR

This role is the nucleus of our Technical Service Team’s Service Desk, keeping everything running smoothly and efficiently. This role has commonalities with customer service, recordkeeping, client and vendor account management, and inside sales.

WORK SCHEDULE
This position works during regular business hours of 8am-5pm Central Standard Time (CST, UTC-6:00), Monday through Friday. Occasionally you will be required to respond to and address urgent matters outside of typical work hours.

ROLES AND RESPONSIBILITIES

1. Ticket Triage: Review and prioritize incoming tickets based on urgency and severity. Differentiate between tickets covered by support agreements vs. billable tickets.

2. Dispatching Tickets: Assign tickets to technicians based on skillsets and workloads. Follow up to ensure timely resolutions. Identify and manage escalations.

3. Manage Ticket Lifecycle and Closure: Ensure all tickets are properly documented and closed within SLA. Provide regular updates to clients on the status of their tickets.

4. SLA Management: Ensure that all tickets are handled within SLA standards. Monitor and report on SLA compliance.

5. Timesheet review: Ensure all team members timesheets are submitted consistently and accurately according to policies.

6. Client Communication: Maintain excellent client relationships, with prompt and friendly communication via phone and email.

7. Weekly TST Utilization Report: Produce a KPI report on financial projections and team utilization to drive efficiency and profitability.

8. Weekly Aging Ticket Report: Track and report on aging tickets and ensure that they are being addressed promptly.

9. Monthly Reconciliation Reports: Reconcile clients’ user counts, and vendor services to ensure accuracy before billing.

10. CSAT Responses: Solicit, monitor and report CSAT responses to ensure that clients are satisfied.

11. Identify opportunities: Propose and close additional services & products as opportunities arise

12. Product resale: quoting, invoicing, collections, procurement, fulfillment, tracking, and vendor management

13. Create Invoices: Produce and deliver various invoice types within process SLA.

14. Complete TS Team Projects: Manage and complete special projects as assigned.

REQUIRED PROFESSIONAL ATTRIBUTES

• Verbal and written communications mastery
• Customer Service attitude with empathy and patience
• Self-motivated and self-managed, with ability to work in a fast-moving environment
• History of consistent/reliable attendance and strong work ethic
• Commitment, drive, and getting things done, especially when challenges arise
• Proficiency and aptitude learning new software applications
• Designing and documenting processes and procedures
• Relationship management
• Organizer extraordinaire
• Typing 40+WPM

SCORECARD KPIs - WHAT SUCCESS LOOKS LIKE

• TS team utilization
• Client satisfaction ratings
• Ticket SLA compliance
• Client contract profitability
• Daily accurate service-ticket management and timekeeping
• Technical team peer-review satisfaction
• Invoicing SLA and accuracy
• Consistent attainment of Weekly, Monthly, Quarterly, and Annual goals

ARE YOU READY TO JOIN OUR TEAM? APPLY NOW!

Job Type: Full-time

Pay: $40,000.00 - $65,000.00 per year

Benefits:

• Health insurance
• Health savings account
• Paid time off
• Retirement plan

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Remote