Service Coordinator

Description

The Service Coordinator works closely with the service delivery team & leadership to ensure clients receive the best advice, planning, consulting, and support from WorkSmart, and is primarily responsible for the day-to-day service and support of assigned clients to ensure an exceptional service experience for clients.

Core responsibilities:

• Work with service delivery team & leadership to plan and allocate resources effectively.


• Basic understanding of technology and terminology related to service coordination, including knowledge of MSPs, ticketing system, and general technology terms


• Ensure service tickets are dispatched, scheduled, and resolved in a quick and effective manner.


• Manage schedules of team members to ensure proper remote and on-site support coverage.


• Develop and maintain training schedules and budgets for team members, with the approval of supervisors.


• Provide weekly reports of SLA performance.

Key metrics:

• SLA Performance


• Consultant Utilization

Requirements

• Demonstrate impeccable customer service and communication skills (written and verbal)


• Ability to multi-task and prioritize work


• Basic knowledge and understanding of the IT and service industry

You'll also need:

• Excellent communication (written and oral) skills


• Excellent documentation and record-keeping skills


• The desire and ability to learn new technology

This is a hybrid position. Employees will work both on-site and remotely.

Benefits

This is a full-time, temporary position with excellent benefits.

• Health, Dental, and Vision insurance
• Short- and Long-Term Disability, plus Basic Life, at no cost to you
• 401(k) with corporate match

Core Values

Our core values define our culture and how we approach working with clients, hiring new teammates, and rewarding each other, and they even allow us to consider when someone is not a good fit. We all use these core values as a filter through which we make decisions. By embodying these values as an organization and as individuals, we will continue to grow and succeed.

Do the Right Thing

• Choose the right thing, even when it’s hard
• Opt for flexibility when it makes things better
• Bring both heart & hustle

Put People First

• Care about the person behind the screen
• Show compassion
• Cultivate collaboration

Own It

• Be the start of the solution
• Bring the right people in
• Commit to the outcome

Be Curious

• Ask questions in tough situations
• Seek to understand diverse perspectives
• Try new things; embrace uncertainty