Service Coordinator and Documentation Specialist

3 weeks ago

Langley, Canada TLC Solutions Full time

**About TLC Solutions**

TLC Solutions is a managed service provider (MSP) delivering information technology (IT) solutions across British Columbia, Alberta and California. In 1999 TLC Solutions onboarded our first client in Terrace BC, we are proud to still serve this client today.

We offer a complete IT solution to small and medium sized businesses by supporting workstations and servers, building new servers and network infrastructure, working with clients to establish IT budgets, migrating from on-premises infrastructure to cloud environments, and working with third party vendors to ensure the job gets done correctly.

United by our core values of Joy, Teamwork, Honesty, Loyalty, and Accountability, TLC is on a journey to help people love technology and deliver Technolojoy.

About the opportunity

Hours: Monday - Friday 8pm -5pm

Location: We are open to this role being located at any one of our Canadian office locations (Langley, Prince George, Edmonton, Kamloops or Terrace)

The Service Coordinator and Documentation Specialist is a newly created role on our Services team. We are on a mission to becoming a Category of One Managed Service Provider and this role will be instrumental in helping us achieve our objectives. The Service Coordinator and Documentation Specialist will be focused on ensuring all service requests are completed in a timely, efficient manner, keeping our documentation current and easy-to-read, and seeking opportunities to improve processes on our Services team.

**Job Accountabilities**:
Service Ticket Coordination
- Triage and prioritize the flow of tickets throughout the business day
- Reviews and Update tickets for the service department, follows up with technical staff
- Verbally communicate with clients and staff when a ticket is critical or high in priority
- Direct service requests to appropriate resources
- Manage timelines and deadlines on all service requests
- Recommend escalation request as needed
- Coordinate appropriate support resources to successfully respond to client support requests
- Follow-Up on Open Tickets
- Gather information and create Service Team reports
- Assist in administrative aspects of the Service Team, including parts ordering, reporting, ticket reviews, and ticket invoicing.
- Provide advice to Service Team members on the functions and processes
- When needed act as a back-up remote Tier 1 Support to close tickets

Service Team Training
- Participate in onboarding for all new hires
- Train Service Team members on ticketing and documentation procedures

Process Improvement
- Participate in improving processes related to this role
- Work collaboratively with sales, finance, account management and projects team

Documentation
- Draft instructions/guidelines for Service Team processes
- Write high-quality knowledge-related content for varying audiences and purposes
- Maintain continuity of style of content for all documentation based on pre-defined templates
- Manage and track content updates/revisions as needed
- Create engaging content using a variety of media (images, video, animation, charts, infographics)
- Analyze current documentation including processes, and tools and make improvements as necessary

Job Requirements:

- Minimum of 2 years working with computers/technology or equivalent IT education
- Minimum customer service or administrative experience of 2 years.
- Strong communication skills in a variety of formats.
- Ability to handle stress and stay calm when dealing with resistance from employees and clients
- Self-motivated and self-directed - actively looking to find improvements
- Ability to organize and manage multiple tasks.
- Shows a high degree of productivity and is task oriented.
- Ability to collaborate with a team
- Must be able to work well under pressure and prioritize workloads.

WHAT WE OFFER
- RRSP matching (3%) program
- Social committee/events and a commitment to our People & Culture
- Flexibility of office location, WFO/WFH, and hours
- Strong benefits package for all employees working >20 hours, including critical illness, medical, dental, orthodontics, and more
- Career growth potential as we scale the business
- Professional development support including tuition reimbursement
- Channels to ‘give back’ to our local communities

NEXT STEPS

At TLC, we offer competitive wages, amazing work flexibility, and a strong sense of camaraderie built from a team focused on supporting each other through teamwork. If you want to play a hands-on role in an action-oriented organization then we would love to connect with you.

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