Service Coordinator

Service Coordinator

Reports to: Principal Service Coordinator 

POSITION SUMMARY    

The Service Coordinator coordinates, monitors, and improves the services of FIT Solutions by interacting directly with clients, partnering with peers in the service department and using problem-solving methodologies. The Service Coordinator is responsible for understanding and executing the support requirements to meet and exceed our clients’ expectations. The Service Coordinator will contribute to the efficiency of services by supporting the completion of tickets. 

ABOUT FIT SOLUTIONS  

FIT Solutions is an innovative national IT Services firm, and we are growing every day. We are focused on creating a culture of elite raving fans for our employees that solves business problems for our clients. We are on a mission to impact the lives touched by technology. We teach and promote individuals to set and achieve their personal, professional, and financial goals through the work we do together. Measuring results against best-in-class businesses, we are focused on hitting targets.  We are a humble and adaptable group of people who continue to train, and role play daily in pursuit of our goals. We are a great fit for team members that are aligned and thrive in a fast-paced, result driven environment.  

PRIMARY OBJECTIVES

Qualify client issues and open support tickets.(Time to Triage)

Schedule internal and field resources.(Resolution Plan Time)

Answer all incoming calls. (Call Answer Rate)

Conduct quality assurance audits to ensure adherence to best practices and identify areas of improvement.

Perform all proactive calls to schedule onsite visits. 

SECONDARY OBJECTIVES

Monitor service boards for new tickets, respond to tickets and maintain active follow-up.

Via phone and remote desktop connection, walk customers through problem solving processes. 

Troubleshoot and resolve or escalate service requests.

Coordinates rotating on call schedule for engineering staff team members. 

Assist management in tracking of department staff performance metrics.

Monitor resource schedules to ensure prompt time entry/completion of service requests.

Corresponds with clients according to Service Level Agreements.

Document detailed notes to gain a thorough understanding of the support requirements to meet and exceed our clients’ expectations and effectively communicate with internal team members.

Perform other duties as assigned.

TECHNICAL SKILL/COMPETENCIES  

Knowledge of Microsoft operating systems and tools.

Understanding of networking, active directory and backup systems.

Strong written and verbal communication with ability to communicate between technical and non-technical people.

Excellent attention to detail and follow-through.

Elite customer service skills with the ability to deliver on our mission of providing raving fan service.

EDUCATION/EXPERIENCE 

1 – 2 years of proven work experience in a related position is appreciated.

Experience navigating and utilizing an IT Ticketing System or Remote Monitoring & Management Software such as ConnectWise.

Certification such as CompTIA A+, Network+, CCNA, MTA etc. is a plus.

Self-motivated and must be able to work independently with little supervision.