Technical Customer Service Coordinator

5 months ago

Edmonton, Canada SIRKit Ltd Full time

**Job Summary**

Reporting to the Service Delivery Manager the Service Dispatcher is responsible for attaining maximum utilization of our internal and field resources by dispatching service required by monitoring and managing incoming requests. The Service Dispatcher must have exceptional communication, customer service, multitasking, and be well organized. The service dispatcher is vital in ensuring the operational efficiency of our service team and must be able to work in a high-paced environment.

**Job Duties and Responsibilities**

**Service Dispatch**
- Triage incoming tickets following our ticketing procedures to prioritize and assign them to the correct resources.
- Manage ConnectWise calendar appointments for all technical support staff to coordinate support work maximizing utilization.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and setting expectations on resolution times.
- Communicate with clients and staff to effectively schedule service tickets.
- Review ongoing service tickets to expedite completion.
- Utilize tools to complete “quick close” tickets like resetting passwords.
- Maximize schedule efficiency and effectiveness of technical support staff.
- Schedule delivered equipment or software installation based upon estimated scope of work.
- Review/prioritize outstanding support requests.
- Assign and update ticket priority levels per company standards and based upon client feedback.
- Coordinate rescheduling as needed to accommodate urgent support requests.
- Ensures that the company on-call schedule is current with on-call assignments.
- Review completed tickets for common errors and to ensure they match our core processes.
- Coordinate with other teams to ensure client needs are being met.
- Monitor phone queues to ensure clients are not waiting too long for our service team.

**General Administration and Other Duties**
- Build relationships with key contacts.
- Consistently model and promote SIRKit's Core Values and Mission.
- Maintain a clean personal workspace and contribute to shared office tasks.
- Keep your timesheet up to date by entering time continuously in real-time.
- Communicate appropriately and effectively with coworkers, including providing and accepting feedback.
- Submit timesheets and expenses on or before the required due dates.
- Adhere to SOPs (Standard Operating Procedures) and corporate policies to ensure consistency and maintain SIRKit’s overall levels of security.

**Qualifications/Experience**
- Minimum of 1 year of IT or customer service experience.
- Experience working in a professional environment.
- Basic understanding of computers and technology.
- Customer Relationship Management (CRM) or ticketing system experience is preferred.

**Skills/Abilities**
- Outgoing personality, and able to build relationships with key contacts at clients.
- Exceptional verbal, listening and written communications skills are required to communicate clearly with clients and staff.
- Ability to convey information in a non-technical, clear, concise, effective, and easily understandable manner to clients and potential clients.
- Demonstrated initiative and the ability to work independently and operate effectively in a complex multi-client environment.
- Ability to engage others in a friendly and professional manner and to speak confidently and clearly about the services SIRKit provides.
- Typing skills to ensure quick and accurate entry of service request details.
- Self-motivated with the need for little supervision.
- Ability to deal with conflict situations while remaining calm and obtaining positive results.
- Superior organizational and problem-solving skills.

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- Tuition reimbursement
- Vision care
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus pay

**Experience**:

- dispatching: 1 year (preferred)

Licence/Certification:

- Alberta Driver's License (preferred)

**Location**:

- Edmonton, AB T6X 1W8 (preferred)

Work Location: Hybrid remote in Edmonton, AB T6X 1W8

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