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Service Coordinator

Job Title: Service Coordinator (Dispatch)
Department: Service
Reports to: Service Manager
Location: Longwood

Do you want to work with us? If you like to make people smile, if you never give up on a puzzle no matter how puzzling it is, and if you are a hardworking person, then you definitely want to work with us. An IT company focused on offering outstanding relationship-driven customer service to healthcare industry providers in Central Florida and Nationwide. At CompuTech City our employees are our best asset; we invest in our employees by providing an extensive benefits package, as well as offer growth opportunities within which is key to everyone’s success. CompuTech City is a team of knowledgeable professionals that work together in a well-balanced atmosphere, where a good attitude goes a long way, and known to ALWAYS deliver personable and outstanding customer care. We welcome you to be part of CompuTech City! To find out more about us and all that we do CLICK HERE


GENERAL SUMMARY:

Service Coordinator /Dispatch is responsible for providing friendly and personable customer support. This relates to all technology, to include: workstations, servers, printers, and networks.


Essential Duties and Responsibilities:

  • Answer incoming phone calls and convert them into formal tickets within our ticketing system.
  • Assign, schedule and coordinator tickets for the technicians.
  • Monitor resource schedules to ensure prompt time entry on service requests.
  • Coordinate delivery and implementation of projects that meet quality assurance standards.
  • Ensure internal escalation processes are followed properly.
  • Ensure tickets adhere to company’s Service Level Agreement.
  • Keep customers and team members informed of incident progress and notified of impending changes or agreed outages.
  • Help maintain and update contacts in our ticketing system.
  • Perform administrative duties for management including but not limited to managing calendars, creating meetings and event arrangements, respond to e-mails, and screening phone calls.
  • Have an extensive repertoire of appropriate jokes and life stories.
  • Typical week: answering calls 80%, help desk support 10%, consulting with Tier-II 10%, training and growth 5%, and admin/meeting/reviews 5%, slacking 0%.

Additional Duties and Responsibilities:

  • Improve customer perception and satisfaction.
  • Document internal processes and procedures related to duties and responsibilities.
  • Responsible for entering time and expenses in ConnectWise as they occur.
  • Enter all work as service tickets in ConnectWise.
  • Be reliable, consistent and on-time for shift.
  • Contribute and take detailed notes in all necessary meetings.
  • Weekly meetings with Team Leads and Service Manager.
  • Other duties as assigned.

Knowledge, Skills, and/or Abilities Required:

  • Associates Degree or Technical Degree and 1+ years in a coordination or dispatch role
  • High-energy, self-motivated, well-organized, and ability to multi-task.
  • Ability to function within and contribute to a positive, team-oriented environment.
  • Must have ability to communicate and present effectively.
  • Understanding of support tools, techniques, and how technology is used to provide services.
  • Typing skills to ensure quick and accurate entry of service request details.

BENEFITS:

  • Competitive Salary
  • Medical Insurance
  • Dental & Vision Insurance
  • Life Insurance
  • 401K
  • Bonuses & Awards
  • Paid time off
  • Paid Holidays
  • Company Outings & Events
  • Company Vehicles
  • Mileage reimbursement
  • Professional Development
  • Inhouse Gym
  • Volley Ball & Basketball court
  • Uniforms
  • Free Drinks
  • Weekly Lunch & breakfast
  • and more
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