Skip to Main Content

Service Coordinator

Valeo Networks
Eugene, OR
  • Posted: 3 days ago
  • Full-Time
Job Description
Salary:

TITLE

Service Coordinator


LOCATION


  • Eugene, OR


SUMMARY

The Service Desk Coordinator is responsible for attaining maximum utilization of the Service Desk through daily dispatch of service requests. Perform service request intake from clients; assign, schedule, and dispatch Service Desk Technicians for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong client relations and customer service skills are a must.


In your Cover Letter, tell us who your favorite superhero is and why you picked them as your favorite.


KEY RESPONSIBILITIES

  • Act as the first point of contact to the client for all types of service requests
  • Coordination of the Service Desk team to ensure maximum utilization of billable resources
  • Pre-process service requests as they arrive through email, manual entry, or direct client input
  • Schedule technical resources on the ConnectWise dispatch portal
  • Monitor resource schedules to ensure prompt time entry on service requests
  • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Improve client service, perception, and satisfaction in how clients experience expedient turnaround
  • Ability to work in a team and communicate effectively
  • Monitor and escalate service requests that cannot be scheduled within agreed service levels
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University

QUALIFICATIONS & PREFERRED EXPERIENCE

  • At least 2 – 5 years of IT/Dispatch/Customer Service/Vendor Management or Administrative Positions
  • Proficient in Microsoft Office Suite (Outlook, Word, Excel, and PowerPoint)
  • Understanding of support tools, techniques, and how technology is used to promote business uptime
  • Proficient Use of ConnectWise (or a similar CRM, i.e., SalesForce) a plus

 

SKILLS & KNOWLEDGE

  • Exceptional customer service skills
  • Basic computer and operating system knowledge
  • Interpersonal skills: such as telephony skills, communication skills, active listening, and client-care
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment

Don’t have 100% of the required certifications? No problem! To advance in this industry, it not only requires certifications, but on-the-job experience as well. Valeo Networks believes in investing in our employees and we will pay for additional certifications that are required for the job position.


BENEFITS

We’ve got you covered! Valeo Networks offers a competitive compensation and benefits package including:

  • Paid time off (PTO)
  • Paid holidays
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Life insurance
  • Flexible spending account
  • 401k with company matching contribution
  • Certification reimbursement
  • Professional development assistance
  • Referral program
  • And more!


ABOUT US

We are Valeo Networks – a full-service, award-winning Managed Security Services Provider (MSSP) – providing cybersecurity, compliance, cloud solutions, network infrastructure, and managed IT services. With a national presence coast-to-coast, Valeo Networks is a one-stop-shop for expert IT support!


We are experiencing HUGE growth – firmly seated in the top 5% of revenue generating MSSPs nationwide, making Valeo Networks one of the largest MSSPs nationally. With much more growth on the horizon, we are looking for the best and brightest people in the technology industry to join our team! We take pride in having a talented workforce that allows Valeo Networks to continue to be flexible, adaptable, efficient, and easy to do business with.


A deep understanding of the industry, state-of-the-art technologies, a drive toward continuous innovation, and a top-down focus on employee growth and career progression have contributed to our A+ company culture. We advance technicians faster than industry standard, and we value career growth for our employees so that we can continue being the trusted technology partner for our clients.


Valeo Networks is constantly evolving and exploring new ways to enhance our business processes, delight our customers, and provide innovative solutions. To accomplish this, we are 100% people focused. From our colleagues to our partners and clients, we put people first. We build connections with others by being helpful, dependable, communicative, humble, focused, flexible, and not taking ourselves too seriously. We maintain a work-life balance and invest in our team members to increase knowledge and experience.


Our Mission:

We empower businesses to realize their full potential through secure managed solutions.


Our Core Values:

  • Honesty
  • Accountability
  • Competency
  • Community
  • Transformation
  • Obsessive Customer Service


People with these virtues are the ones we want to be a part of our team. Our continued commitment to finding the right people is one of the keys to taking Valeo Networks to the next level. These core values lay the groundwork for who we are, where we are going, how we are going to get there, and when we will arrive. It’s a very exciting time at Valeo Networks, and we want you to be a part of it!


Are you passionate about technology, professional development, and building client relationships? If you think this opportunity is meant for you, apply today!


DISCLAIMER

This is a full-time position – Overtime may be required to handle emergencies, heavy workloads, or other issues.

 

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and/or skills required of all employees within this class.


ACCOMMODATIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.


ABOUT THE COMPANY

Valeo Networks is a full service, award-winning Managed Security Service Provider (MSSP) that serves State, County, Municipal (SCM) markets; small-to-medium businesses (SMBs); and non-profit organizations. Firmly seated in the top 5% of revenue generating MSSPs nationwide—making it one of the largest MSSPs nationally—Valeo Networks provides solutions in the areas of cybersecurity, compliance, cloud, network infrastructure, and managed IT services. With over 20 years of industry experience, Valeo Networks is headquartered in Rockledge, FL with additional locations nationwide. Learn more at valeonetworks.com.

Valeo Networks

Address

Eugene, OR
97404 USA

Industry

Business

What email should the hiring manager reach you at?

By clicking the button above, I agree to the ZipRecruiter Terms of Use and acknowledge I have read the Privacy Policy, and agree to receive email job alerts.