Client Support Coordinator
2 months ago
Salary: Commensurate with experience
Position Summary:
Detroit IT is seeking a dedicated Service Desk Coordinator to serve as the primary point of contact for all client support inquiries. This role is essential in advocating for customers by managing and prioritizing service desk tickets, overseeing service progress, and providing timely updates on the status and resolution of requests.
Key Responsibilities:
- Respond to incoming calls promptly and professionally.
- Assess, prioritize, and relay service requests in accordance with the Service Level Agreement (SLA).
- Coordinate the scheduling of technicians for on-site assistance.
- Identify and escalate critical system issues (Severity 1).
- Ensure accurate tracking of service desk time.
- Review ticket requirements thoroughly and gather any missing information.
- Maintain daily communication with clients regarding the status of their tickets and the planned course of action.
- Conduct follow-ups on on-site visits to guarantee maximum customer satisfaction.
Qualifications:
- Exceptional communication abilities.
- Capability to manage multiple tasks in a dynamic environment.
- Understanding of technologies sufficient for making assignment decisions.
- Strong organizational skills.
- Excellent interpersonal skills with a proactive approach to managing expectations.
- Self-motivated and results-oriented.
Educational Background/Technical Skills:
- Bachelor's Degree in Information Technology, Business Administration, or a related discipline is preferred.
- Experience in a corporate setting is advantageous.
- A+ certification is beneficial.
About Detroit IT:
Detroit IT is a managed service provider with a strong reputation for delivering IT support, consulting, cloud solutions, and networking services to leading companies in Michigan since 2001.
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