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Form of workAbout Net at work:
Net at Work provides next-generation technology solutions and services that enable our clients to unleash the power of their businesses. These solutions are customized to meet the demands of specific industries through the integration of best-of-breed applications. With expertise in finance, accounting, operations, workforce management, and customer experience, Net at Work serves as a trusted advisor, helping small- and mid-sized businesses keep pace with the competition, win new customers, improve profitability, and thrive in the digital economy.
Having started with just two employees, Net at Work is now more than 300 employees strong, and we are still growing. We are looking to expand our team with experienced professionals who share our core values and are problem solvers, promise keepers, collaborative integrators, inspiring coaches and driven intrapreneurs.
Position Overview:
The Net at Work Service Desk focuses on providing excellent experience through quick and efficient support while leveraging a high level of communication. Our client base is diverse, consisting of all ranges of technology, including Apple, Google, Microsoft, and Linux.
The Service Coordinator is responsible for guaranteeing our clients receive an excellent experience by ensuring tickets are triaged, dispatched, and managed quickly and efficiently while maintaining a high degree of communication. The Service Coordinator receives all inbound requests, collects all the required information, manages ticket KPIs & SLAs, and keeps all stakeholders continuously up to date.
Successful candidates are self-motivated, possess a sense of urgency, and can demonstrate critical thinking and exceptional interpersonal skills. Strong familiarity with Managed Services is preferred.
Job Responsibilities:
- Answer incoming calls during shift hours and dispatch support tickets while ensuring coverage and client satisfaction.
- Maintain engineer calendars for proper dispatch, coordination, and scheduling.
- Triage tickets properly by ensuring contacts, types, subtypes, SLA, resource, etc. are accurate.
- Able to identify potential problems or outages in a timely manner and escalate to leadership where necessary.
- Mass communications of outages with clients and engineering team when discovered.
- Client contact for scheduling adjustments and engineer statuses in real time.
- Report generation of ticket volumes, statuses, and engineer utilization.
- Dispatch onsite resources while balancing remote work capabilities.
- Coordinate dispatch of onsite resources with 3rd party vendors.
- Maintain In/Out board with engineer statuses.
- Negotiate ticket assignments based on priorities with engineering teams.
- Work with Project Management to coordinate engineer resource availability.
- De-escalate client situations related to outages and events.
- Adherence to Standard Operating Procedures (SOPs) relating to ticket creation.
- Perform post-resolution follow-ups when a client requests an update.
- Issue the daily operations status report and project status reports as required.
- Complete technical and special projects as assigned.
- Daily entry of time within current ticketing platform and keeping tickets updated.
- Keep and maintain work calendar.
- Provide direct and indirect leadership and peers with situational awareness briefs on high profile clients/projects.
- Meeting KPI Targets: Engineer Billable Utilization, and SLA Adherence.
- Ensure ticketing statuses and boards are in compliance at start, during, and end of shift.
- Prevent tickets from falling through the cracks by utilizing appropriate dashboards and reporting.
Job Requirements:
- Prefer experience at an MSP, service desk and/or corporate IT Experience as a technical dispatch or similar function. (1 year)
- Exceptional written and verbal communication skills in relation to customer service.
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
- Ability to multitask in high pressure situations.
- Ability to adapt and learn new platforms and skills on the fly.
- Maintain a sense of urgency and empathy with customers.
- Exceptional attention to detail.
- Familiarity with PSA or ITSM platforms preferred.
- Technical Certifications, or willing to achieve, preferred: i.e. CompTIA A+
- This is a Remote position and works a 12:00-9:00 pm EST shift.
The hourly salary rate range for this role is $24 - $27 US.
Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.
EOE/Diversity & Inclusion Statement
Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind.
Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.
