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Client Service Coordinator
Snap Tech It - Tempe, AZ
posted about 2 months ago
About the position
The Client Service Coordinator at Snap Tech IT is responsible for delivering exceptional customer service and managing client relationships throughout the support ticket lifecycle. This role involves scheduling support tickets, monitoring service level agreements, and ensuring effective communication with clients and stakeholders. The position is ideal for individuals who thrive in a collaborative environment and are eager to take on independent responsibilities without micro-management.
Responsibilities
- Manage customer relationships during the lifecycle of support tickets.
- Schedule support tickets for onsite or remote work with appropriate support teams.
- Document all support tickets and assign the correct priority.
- Monitor Service Level Agreement (SLA) metrics and take necessary actions to meet goals.
- Provide insights on support ticket trends and create problem tickets for recurring incidents.
- Prepare clear communications and ensure proactive information sharing with customers and stakeholders.
- Understand the support team structure for correct ticket escalation.
- Learn and implement the ITIL framework at Snap Tech IT.
- Learn the ConnectWise Manage software system.
- Create and maintain Standard Operating Procedures and client network documentation.
Requirements
- 1-2 years of scheduling and coordination experience, preferably in the technical field.
- Strong understanding of organizational goals and objectives.
- Exceptional written and oral communication skills.
- Strong documentation skills and attention to detail.
- Ability to prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
Nice-to-haves
- Experience working in a team-oriented, collaborative environment.
- Ability to absorb and retain information quickly.
- Keen attention to detail and strong interpersonal skills.
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid holidays
- Paid time off
- Vision insurance
