Senior Service Specialist

1 week ago

Norcross, United States Telaid Full time
Job Details

Job Location
Norcross - Norcross, GA

Position Type
Full Time

Salary Range
$20.00 - $25.00 Hourly

Job Shift
Day

Description

Who We Are

Telaid helps enterprise clients accelerate technology adoption to achieve their business objectives. We design, deploy and support critical technologies, reducing time, task, cost and risk associated with managing technologies in complex, multi-site environments. But Telaid is not your ordinary technology integrator. Committed to excellence, our vision is to be a people first, customer obsessed company with great (not perfect) leaders who strive to provide the best possible experience for our employees, partners and customers. We're working hard to build and maintain a culture of integrity, trust and accountability that attracts, trains and retains the right employees for the right roles. If you're looking for a great place to work, learn and advance your career, get to know Telaid

Our Core Values are - Be Proactive, Be a Team Player, Take Ownership & Do the Right Thing

Summary of Position

The Sr. Service Specialist is responsible for achieving service level agreement (SLA) targets and contributing to the profitability of assigned accounts. Key responsibilities include managing service tickets, confirming client details, providing internal and external reports, and delivering proactive customer updates. This role requires a continuous focus on process improvements and collaboration with cross-functional teams to consistently meet service level agreement (SLA) targets.

Success in this position demands exceptional organizational skills, effective communication, attention to detail, and a strong commitment to customer satisfaction. The ideal candidate is dedicated to customer success, timely issue resolution, and creating long-term value for both customers and Telaid.

Primary Duties and Responsibilities
  • Provide regular customer-facing reports for assigned accounts.
  • Participate in recurring customer calls.
  • Collaborate with direct manager and cross-functional teams to implement improvements for assigned accounts.
  • Maintain customer-facing notes and updates for all assigned work orders; review tech deliverables and approve payments.
  • Ensure budget adherence by overseeing dispatches, material ordering, accurate scope creation, and monitoring labor costs.
  • Collaborate with cross functional team to meet service level agreement (SLA) targets.
  • Identify opportunities for improvement across assigned accounts.
  • Perform other duties as assigned by management.
Qualifications

Education and Experience
  • Minimum of 3 years of experience in a fast-paced customer-focused environment, office administration, data entry, or an equivalent operations coordinator role.
  • Bonus:
    • Familiarity with store technologies and/or security systems.
    • Experience with break-fix or reactive service maintenance.
    • Retail, IT or Integrator background.
    • Proficiency in Excel.
Skills and Personal Attributes
  • Proficient in MS Office 365, with strong Excel, business writing, client reporting, and inventory management skills.
  • Excellent organizational skills, with a strong attention to detail.
  • Ability to multitask.
  • Strong interpersonal skills, with the ability to make decisive, well-informed decisions.
  • Fanatical about customer success, focused on driving long-term value, revenue growth, and improved Telaid profitability.
  • Eager to go beyond job responsibilities and lead efforts to enhance customer experience.
  • Strong ownership mindset, able to act based on a balance of analysis, experience, and intuition.
  • Influential communicator, demonstrating professionalism, enthusiasm, and fostering collaboration.
  • Excellent oral, written, and cross-functional communication skills.
  • Calm under pressure, with confidence, energy, and organizational skills.
  • An analytical problem-solving mindset, with a focus on process improvement and attention to detail.
  • Committed to continuous learning and self-improvement.
Benefits
  • 401k with employer matching and Profit Sharing
  • Medical, Dental, Vision, Life and Disability Insurance Benefits
  • Employee Assistance Program (EAP)
  • Paid Time Off (PTO)
  • Other Voluntary Benefits:
    • Critical Illness and Accident Insurance
    • Pet Insurance
    • Bark - Parental controls to ensure online safety for kids
    • Norton LifeLock Identity Protection
    • Employee Discount Program

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