Technical Implementation Coordinator

4 weeks ago

Cincinnati, United States Prosource Full time
Job DescriptionJob DescriptionDescription:

Prosource, the region’s leading business technology solutions provider, has been awarded a Top Workplaces 2023 honor by The Enquirer. The list is based on employee feedback gathered through a third-party survey administrered by employee engagement technology partner Energage, LLC. The anonymous survey uniquely measures 15 drivers of engaged cultures that are critical to the success of any organization including alignment, execution, and connection, just to name a few.


As a Deployment Coordinator, your primary responsibility will be setting up and managing service deployment tickets, ensuring timely and efficient service delivery and resolution while providing exceptional customer service to clients. You will be responsible for managing a high volume of service requests, scheduling technicians for site visits, managing the deployment queue to ensure timely completion of requests, and assist the Projects team with tasks as time permits.

Requirements:

Essential Activities and Responsibilities:

  • Act as the first point of contact for deployment service requests via phone, email, or web portal.
  • Effectively manage the deployment queue, prioritize requests, and allocate resources to ensure timely resolution.
  • Coordinate with various teams to prepare and configure services according to deployment specifications.
  • Schedule and dispatch deployment engineers to customer sites to ensure timely and efficient service delivery.
  • Monitor the deployment process to ensure services are set up correctly and troubleshoot any issues that arise.
  • Maintain and update customer records, ensuring accurate and timely billing.
  • Provide exceptional customer service by communicating with stakeholders regularly, keeping them informed of the status of their service requests, and ensuring their satisfaction.
  • Collaborate with internal teams, including Sales, Operations, and Technical Support, to ensure seamless service delivery to clients.
  • Assist with project coordination as availability permits.


Prerequisites (i.e., education, experience):

  • Previous experience in a customer service or service coordination role is required.
  • Excellent communication and interpersonal skills are essential.
  • The candidate should be proficient in the use of MS Office, particularly Outlook and Teams.
  • Knowledge of basic IT concepts and tools is a plus.
  • Ability to work independently and within a team environment.
  • Candidates for this position must be authorized to work in the United States on a full-time basis for an employer without restriction.

Physical Requirements:

  • Ability to work Monday through Friday 8 am to 5 pm

Primary People Contacts:

  • Customers, Vendor Partners, Technical Services Support Team, Technical Services Projects Team, Account Management Group, Administrative Team

Toughest Part of the Job:

  • Balancing the needs of multiple clients and coordination requests simultaneously.
  • Ensuring timely resolution of deployment requests while maintaining customer satisfaction.
  • Coordinating schedules for field technicians across multiple client sites.
  • Maintaining accurate records and billing information for customers.
  • Continuously improving service delivery processes to increase efficiency and customer satisfaction.

Compensation:


Base salary with bonus opportunities based on performance.


Overall, the Deployment Coordinator job profile requires a candidate with exceptional customer service skills, the ability to manage multiple service requests, and coordination of field technicians to ensure timely resolution. The successful candidate will be proactive in communication with clients and colleagues, have strong organizational skills, and be committed to continuous improvement of themselves.

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