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IT Helpdesk Coordinator

2 months ago

Vancouver, United States Robo-Computers Made Easy Full time
Job DescriptionJob Description

Computers Made Easy (powered by ROBO) started in 1995 in Vancouver, WA, building and servicing custom computers. Years later, we are a recognized leader in IT management solutions, offering state-of-the-art technology and award-winning customer service that has helped to grow our business throughout Washington, Oregon and California. Computers Made Easy has developed into a Managed Service Provider (MSP) for over 200 clients, handling the IT needs of small and mid-sized companies. Recently CME merged with another MSP (ROBO) in Austin, TX which has expanded the client base quite extensively.

Position Summary: We are currently looking for an organized, thorough and action-oriented individual to fill our Helpdesk Coordinator position. This role is the point-person for our clients and responsible for the Helpdesk Techs completing all outstanding support tickets. The Coordinator handles the first-line of communications from our customers, answering the phone, responding to emails, texts and any other forms of client connections. It is important that this person ensure that our Techs are hitting the Clients - Service Level Agreements (SLA) and providing excellent customer service with efficiency and effectiveness. This role plays a critical part in keeping our Helpdesk Team on track and on-time, but more importantly leads to strong customer retention and additional client opportunities. This role is in our office and not a remote position,

As part of the job, we also offer:

  • Health care insurance
  • 401K plan
  • Vacation
  • Holidays paid day off
  • Sick pay
  • Quarterly Performance Bonus pay

Responsibilities

  • Primary contact via phone and email on initial client requests
  • Pre-process service requests as they arrive through phone calls, email and manual entry
  • Document client and related information within our ticketing system
  • Schedule onsite appointments for more complex issues
  • Ability to control a conversation with confidence and not be demeaning
  • Need to know what questions to ask to get the right information and apply the right priority

Qualifications

  • Ability to work on multiple priorities and/or projects simultaneously
  • Task-driven and urgent
  • Detail-oriented and organized
  • Phone and computer experience preferred
  • Customer service experience preferred