Support Coordinator

3 weeks ago

Vancouver, Canada Sea to Sky Network Solutions Full time

**About Us**

Sea to Sky is a leading Managed Service Provider based in Vancouver, working with a cross section of businesses, municipalities, and organizations across British Columbia.

We have an opportunity for a new Support Coordinator to join our team We're looking for someone who has a customer first attitude and understands the urgency of requests, and is looking to gain a high level of exposure on a broad variety of tasks and projects.

We are a small team of fantastic people, providing the best IT support possible to the best customers in the city (and beyond). We work hard, we have fun, and we're growing - so we want to meet you

**The Role**

The **S**upport **C**oordinator** position is responsible for working with customers and internal staff to ensure our service delivery is best in class.

You are a customer service Jedi, who excels at organization and multi-tasking. Your attention to detail is legendary, and your time management skills are top notch. Creating tickets while answering phone calls, triaging incoming requests, dispatching service and scheduling work are primary responsibilities. Additionally, acting as the liaison between customers, internal resources, management, and outside vendors.

This role is primarily focused on customer service and it’s not a technical role; however, experience in technical services, and an understanding of the requirements and terminology surrounding IT delivery in an SMB environment would be a major asset.

**Responsibilities**:

- Update tickets, liaise with technical staff
- Verbally communicate with clients and staff when a ticket is critical or high in priority, with set expectations matching our SLA
- Coordinate technician’s schedules for both remote work and onsite work
- Prioritize incoming requests based on customer business impact
- Interface with internal service team to direct service requests to appropriate resources
- Manage timelines and deadlines for SLA compliance on service requests
- Escalate requests as needed

**Skills**:

- Basic technical understanding, with industry experience preferred (this is not a technical service role, however ITIL knowledge would be valuable)
- Ability to handle stress and stay calm when dealing with stressed out customers and team members
- Self-motivated and self-directed - actively looking to find improvements
- Looking to bring value and help grow our team

**Why work with us?**

At Sea to Sky, we firmly believe our employees are our biggest asset. We value contribution and want to ensure a real work-life balance. We're also a certified Living Wage BC employer - meaning every Sea to Sky employee is paid at least a minimum salary that allows them to support a family.

Some of the perks of working here include:

- An internal peer recognition program - award your colleagues for work well done, and be rewarded in return
- Vacation time + sick days
- Full medical and dental benefits, including 100% prescription drug coverage
- RRSP contribution matching
- Team lunch every Friday - a constant mix of different restaurants
- An iPhone for business & personal use
- Casual dress code + optional branded shirts/jackets supplied
- Fully stocked beer fridge with local craft brews, plus a keg on tap in our office bar
- Kitchen stocked with premium coffee, premium espresso machine, pop, and a variety of snacks
- Your choice of cake on your birthday
- Reimbursement for training and certification courses taken
- Paid employee referral bonuses
- And more

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