Technical Support Operations Coordinator

Vector Security - Philadelphia, PA

Full-time - Entry Level

Philadelphia, PA

Specialty Trade Contractors

About the position

The Technical Support Operations Coordinator plays a crucial role in ensuring that both external and internal customers receive the highest quality of service. This position is primarily focused on scheduling service appointments efficiently and effectively, which is essential for maintaining operational efficiency and customer satisfaction. The Operations Coordinator must possess excellent problem-solving skills and the ability to think logically, as they will be responsible for coordinating service calls that meet the needs of both customers and the branch office. Attention to detail, strong communication skills, and a focus on customer service are paramount in this role. In this position, the Operations Coordinator will be tasked with scheduling service appointments, ensuring that technicians are dispatched appropriately, and managing technician schedules throughout the day. They will utilize various software tools to select the right technician for each job and document any travel requirements. Additionally, the Coordinator will ensure that necessary parts are available to maintain service levels and will be the first point of contact for resolving any issues that may arise during service calls. This role requires a proactive approach to customer service, ensuring that all interactions are handled professionally and courteously. The ideal candidate will thrive in a fast-paced environment and will be able to navigate multiple systems while communicating with customers. They will need to demonstrate superior organizational skills and a high degree of attention to detail to manage the complexities of scheduling and service coordination effectively. This position is full-time, with a day shift schedule, and offers a competitive salary along with a comprehensive benefits package.

Responsibilities

• Schedule service appointments with customers to maintain efficiency and proper routing.
• Utilize software for selecting appropriate technicians and documenting travel requirements.
• Ensure necessary parts are available to maintain appropriate service levels.
• Manage technician schedules throughout the day.
• Provide excellent customer service and resolve issues that may arise.

Requirements

• Minimum of 2 years of office setting and customer service experience.
• Superior verbal and written communication skills.
• Excellent customer service skills required.
• Above average computer skills, including the ability to type a minimum of 35 wpm with high accuracy while talking.
• Ability to navigate within multiple systems while speaking with customers.
• Superior organizational skills with a high degree of detail.
• Ability to work in a fast-paced environment.
• Ability to interact professionally and courteously with people at all levels.

Nice-to-haves

• Experience in a technical support role is preferred.

Benefits

• Competitive compensation with incentive eligibility
• Medical, dental, and vision coverage
• HSA/FSA programs
• Company paid life and AD&D insurance
• Company paid short- and long-term disability
• Voluntary benefit products
• 401k retirement savings plan after just 60 days
• 7 Company Holidays, plus 2 Floating holidays of your choice
• Paid Time Off
• Tuition reimbursement
• Employee Assistance Program (EAP)