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Client Services Coordinator
4 months ago
Job DescriptionHere at Entre Technology Services we provide exceptional onsite and remote IT support to small and medium size businesses across Montana, Wyoming and beyond. We work with a variety of businesses and organizations from Legal, Accounting, Medical, Dental, Manufacturing, Trucking, and nonprofits. We want employees that hold our core values of: Invest in Others, Embrace the Hustle, and the desire to Be Better. Our core focus is to Create Raving Fans every day. Essential Duties and ResponsibilitiesAnswer incoming phone calls for Service DeskTriage service tickets to point of assignment.Maintain client contact informationComplete information gathering to ensure service ticket details are available when needed by a technical resourceMonitor Service Team board for new and critical/high tickets, assign tickets to a resource for resolutionServe as first point of contact on outstanding client tickets/service issues and provide appropriate ticket "status" to client and Entre teamAssist with continued improvement of customer service, perception and client satisfactionUnderstand, improve, and implement processes in client ticketing system by completing training materials provided by vendorServe as dispatch process expertSchedule service tickets to technical resources using appropriate priority, service level and resourceMaintain effective communication via available communication channels with Entre Team and clientsEscalate service tickets as neededPerform client follow-up to verify final resolution and determine satisfaction levelUnderstand overall service desk objectivesUnderstand role and function of team membersAssist admin team in providing reporting and metricsBe alert to Entre business opportunities when working with clients, refer to appropriate resourceBe sensitive to and aware of Entre's performance in servicing the needs of our clientsKeep apprised of changes in the industry that affect our business clients and their technology needsParticipate in new technologies research and evaluation suitable for our market and business clients/prospectsAssist with some lifting as required, such as computers, displays, and small-form factor printersEducation and CertificationsHigh School Diploma/GED RequiredProfessional Experience and Requirements Proven track record of excellent customer service skills (employee of the month awards, etc.)Passionate about customer care and professional growthCommunication skills - verbal and writtenOrganization SkillsAbility to multi-task in fast paced environmentCustomer service personality and likeabilityProfessional, neat appearanceAbility to have empathy towards customers "Get the job done" mentality; flexible in performing a variety of tasks; has a sense of urgency about getting things donePreferred/Highly Desired:Education in Computer ScienceIT Support Experience in MSP environmentJob Hours:8 hours per day, 40 hours per week. Some daily flexibility required to accomplish mutually agreed goals and satisfy client special needsCompensationDOEFull benefits available for permanent, full-time employees, partial benefits available for temporary, full-time employees
