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IT Service Coordinator/Dispatch

Advantage Microsystems Berkeley, CA

  • Expired: over a month ago. Applications are no longer accepted.
Job Description

We are seeking a solid, friendly IT Service Coordinator, responsible for managing workflow dispatch and customer service with our clients. We are quickly growing and we need our next great team member!

Why Advantage Microsystems?

1. Compensation Our people are well compensated because employee retention is extremely important to us.

2. Career Growth Our commitment is to put you on a growth plan and advance you here. Our current hiring need is an example, as this position is a replacement due to promotion within the organization.

3. Culture Our team is awesome. We have each other's backs, we have fun with our work, and our clients love us. Were all learning and growing together so input or suggestions from our employees are valued and encouraged.

4. Lifestyle We all primarily work from home (we did it before it was the thing), the IT Service Coordinator is a full remote position.

About Us

Advantage Microsystems provides complete IT department services for nonprofits and businesses that have between 25 to 500 employees. For a flat monthly fee, we ensure the stability of our clients' networks around the clock, protect them from hackers and malicious attacks, back up their critical data offsite, and invisibly solve computer glitches before they have the chance to affect their productivity. Weve built a technology stack for our clients that's cloud-first, security focused, and maximizes productivity.

We're a well-established firm that values the interpersonal relationships between staff members, so everyone gets along incredibly well and values being part of the same team. Our team dynamics are quite unique. We're supportive of telecommuting but of course sometimes computer problems need to be fixed onsite. We prefer responsible employees that get their work done efficiently, as we do not believe in micro-management.

The Details

This is a work from home position that requires a dedicated 8 hour per day shift during our normal operating hours. The ideal candidate must have the ability to multi-task effectively and possess a high level of initiative, with thorough follow-up and great attention to detail. Candidate is required to have strong verbal and organizational skills, a cooperative attitude, and strong interpersonal skills necessary to appropriately interact with all levels of the organization; confidentiality and discretion are a must. Excellent customer service is a critical attribute required for this role.

Requirements

General Responsibilities

The Service Coordinator is our clients first impression of our company when they call in for support. As a Service Coordinator you will be our first line of defense creating service tickets, setting client expectations, and organizing the more complex support requests amongst other technicians. The Service Coordinator is the gatekeeper and works hand in hand with our Service Manager and other technicians making sure the support tickets are being taken care of in a timely manner and assisting as needed.

  • Answering phones in a courteous and professional manner as they come into Support
  • Receive or prepare support requests utilizing our ticketing system
  • Relay support needs, messages, and information to or from co-workers and field technicians using telephones, text messaging, instant messaging or email.
  • Record and maintain files and records of customer requests, company assets, work or services performed, charges and expenses in our ticketing system.
  • Assist our team of technicians in maintaining a high-level customer satisfaction by making sure tickets are up to date and closed in a timely manner.
  • Performs other duties as assigned by supervisor.

Qualifications

  • High School diploma or equivalent.
  • Some college or specific coursework tied to computer software/hardware technology
  • Knowledge of administrative and clerical procedures and systems such as MS Office, managing files and maintaining records, answering phones and transferring information into a trouble ticket.
  • Basic knowledge of Microsoft Windows, preferably, in a network-domain environment.
  • Basic knowledge of MS Office products, antivirus, antispyware,
  • Basic knowledge of various wired and wireless peripherals such as keyboard, mice, monitors, printers and scanners.
  • 3+ years demonstrated experience in customer service role working face to face with on-site or remote clients.
  • 3+ years demonstrated experience as a computer user working with Microsoft products
  • Attention to detail a MUST, Strong organizational skills; able to manage priorities and workflow.
  • Ability to understand and follow written and verbal instructions
  • Ability to work independently and as a member of various teams and committees.
  • Ability to effectively communicate with people at all levels and from various backgrounds.
  • Gives full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate.
  • Connectwise or other Professional Service Automation/Ticketing System experience a big plus.

Benefits

  • Base compensation commensurate with knowledge and experience.
  • Paid time off (10-25 days accrued per year depending on time with company) and holidays (including your birthday).
  • Health and dental insurance.
  • 401k with company matching.
  • Life insurance and disability insurance.
  • Hands-on training, company provided training materials, and company paid professional certification exams.
  • We compensate for gas/tolls/vehicle wear and tear for all onsite client visits.

Advantage Microsystems

Address

Berkeley, CA
94705 USA

Industry

Transportation and Storage

View all jobs at Advantage Microsystems