Technical Customer Service Coordinator

7 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



  • 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....


  • Edmonton, Alberta, Canada Wiseworth Canada Industries Ltd. Full time

    We are seeking a highly motivated and detail-oriented Technical Service Advisor to join our team at Wiseworth Canada Industries Ltd. As a key member of our service operations department, you will play a critical role in supporting the growth and success of our business.Job OverviewThe Technical Service Advisor will be responsible for providing exceptional...


  • Edmonton, Canada Pyxis Customer Solutions Ltd. Full time

    **Job Overview** Pyxis Customer Solutions is a fast-growing receivables management company with a high focus on technology driven solutions. We are a forward-thinking employer offering a supporting, caring and positive environment for our employees. We are currently looking to fill an IT support position within our IT Department located in our Edmonton,...


  • Edmonton, Canada Caterpillar Full time

    **Career Area**:Product Support**: **Your Work Shapes the World at Caterpillar Inc.** When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about...


  • Edmonton, Canada Eaton Full time

    **Eaton’s Electrical sector EESS is currently seeking a Technical Services Coordinator to join our team. This position is based at our Edmonton, AB facility and offers benefits from Day 1.** **ESSENTIAL FUNCTIONS**: Reporting to the District Operations Center (DOC) Manager or Supervisor, this position serves as the commercial liaison between the product...


  • Edmonton, Canada Bradken Full time

    **_Bradken_**: - is a leading solutions provider and global manufacturer of innovative, custom-engineered products for the resources sector. With a 3000-strong workforce, our ability to adapt and evolve keeps us positioned for firm purchases leaders in the wear solutions market for the resources sector._ As the **Customer Service Coordinator**, you should...


  • Edmonton, Canada Titan Logix Corp. Full time

    The **Technical Product Coordinator ** is the first point of contact for Titan’s end-use customers and represents the voice of customer within our organization. The **Technical Product Coordinator ** is passionate about helping customers resolve issues and realize the value that our products and services bring to the market. In addition to customer-facing...

  • Customer Service Agent

    7 months ago


    Edmonton, Canada Pyxis Customer Solutions Ltd. Full time

    **Job Overview** Pyxis Customer Solutions is a fast-growing debt solutions company, where we strive to provide outstanding customer service to our customers through access to resources and education to assist individual’s credit challenges. We are a forward-thinking employer offering a supporting, caring and positive environment for our...


  • Edmonton, Canada Travel Buggy Full time

    Job Title: Customer Service and Technical Support Representative Company: Travel Buggy Location: Edmonton, AB Type: Full-time, Permanent **Job Description**: We are seeking a self-motivated individual to join our team as a Customer Service and Technical Support Representative. This role will be focused on providing remote customer service and technical...


  • Edmonton, Alberta, Canada GAM Technical Services Full time

    Company Overview">GAM Technical Services is a dynamic company that prides itself on fostering a fun and casual work environment. We believe in encouraging continuous learning and providing opportunities for our employees to grow and develop their technical skills.">About the Role">We are seeking a highly motivated and experienced Technical Support Specialist...

  • Technical Coordinator

    2 weeks ago


    Edmonton, Canada DynaLIFE Full time

    Dyna_**_LIFE_**_ _has been providing laboratory and diagnostic services to Albertans for more than 50 years. We are a privately owned laboratory and are proud to partner with Alberta Health Services to deliver medical diagnostic services across Alberta. Our reputation for excellence is founded on our commitment to customer and patient care. As a Technical...


  • Edmonton, Alberta, Canada KNG Technical Inc. Full time

    Job DescriptionThe Field Service Representative role at KNG Technical Inc. offers an exciting opportunity to provide on-site support to customers in Alberta, working closely with the existing automation team.Key Responsibilities:Action technical service bulletins on assigned instruments within required timelines.Properly maintain car stock inventory, test...


  • Edmonton, Canada RAM Elevators and Lifts Full time

    **About the role** The Sales and Customer Service Coordinator role is an integral position within the Sales department. The objective of the role is act as a point of contact for all customers both externally and internally (Sales, Engineering, Shipping, Production, Tech Support etc) for all RAM Locations. The primary focus would be identifying challenges...


  • Edmonton, Canada RAM Elevators and Lifts Full time

    **About the role** The Sales and Customer Service Coordinator role is an integral position within the Sales department. The objective of the role is act as a point of contact for all customers both externally and internally (Sales, Engineering, Shipping, Production, Tech Support etc) for all RAM Locations. The primary focus would be identifying challenges...


  • Edmonton, Canada Bluelime Technical Services Full time

    **Primary Focus**: The Project Controls Coordinator IV works independently to monitor, control and report on the cost-related aspects of projects managed by the assigned project management teams. This includes ensuring that costs for assigned projects are identified, accounted for and reported in an accurate and timely manner and in accordance with the...


  • Edmonton, Canada Bluelime Technical Services Full time

    **Primary Focus**: The Project Controls Coordinator IV works independently to monitor, control and report on the cost-related aspects of projects managed by the assigned project management teams. This includes ensuring that costs for assigned projects are identified, accounted for and reported in an accurate and timely manner and in accordance with the...

  • Service Coordinator

    7 months ago


    Edmonton, Canada Chamco Industries Full time

    **Position Summary** The Service Coordinator is responsible for the scheduling of the service technician team, providing technical support to customers and internal staff, sourcing and coordinating all the parts and equipment required for each job, and achieving the required company metric’s associated with this role. This role would be suited for service...


  • Edmonton, Canada Alsco Full time

    Classification: Non-Exempt Job Summary: The Customer Service Coordinator (CSC) drives customer loyalty through response to inbound customer calls and proactive outbound calls. The CSC coordinates the flow of information to and from the Service Department and follows up with customers to ensure satisfactory resolution. Performs other duties as required and...


  • Edmonton, Canada Alsco Full time

    Classification: Non-Exempt Job Summary: The Customer Service Coordinator (CSC) drives customer loyalty through response to inbound customer calls and proactive outbound calls. The CSC coordinates the flow of information to and from the Service Department and follows up with customers to ensure satisfactory resolution. Performs other duties as required and...


  • Edmonton, Canada EPCOR Full time

    Highlights of the job We are hiring one full time, temporary (up to 11 months) **Coordinator, Customer Systems** position in Energy Services. What you’d be responsible for **Execution** & Collaboration** - Ensure the delivery of optimal results against appropriate performance metrics including meeting internal/external customer expectations or...