Technical Project Coordinator - overnight

Primary Purpose/Position Summary: The primary function of the Technical Project Coordinator-Overnight is to timely and accurately execute tasks that have been assigned to them. Tasks include, but are not limited to customer communication, project support, ordering lifts and materials, dispatching techs, rate negotiations, working with the technicians on site, making sure all project deliverables are delivered. This position will be Monday-Thursday 7pm-6am central time.

Expectations for all CPT Network Solutions, Inc. Employees: CPT employees are expected to support the company’s mission of ensuring customer satisfaction at the highest level and create an environment of mutual respect and openness to other’s ideas.

Job Responsibilities:

· Work in a team environment to manage and complete all department daily tickets.

· Manage the queue calls from our field technicians to provide technical support and ticket management.

· Ability to explain scope of work for each project and/or dispatch assignment

· Coordinate field technicians for customer requests within budget/skillset/ customer scheduling

· Collaborate with Project Manager/other PC to project plan, assess risk, scope of work creation

· Create work orders, negotiate rates, dispatch technicians. Modify trips to fit trip scope of work.

· Confirm scheduled appointments with customers and vendors

· Order lifts from CPT supplier to perform the duties requested at the customer site

· Check tracking to ensure all required equipment is on site for technicians

· Take calls from field technicians to log in/out, explain SOW for projects, provide technical support, monitor and update missed arrivals

· Communicate updates and/or issues on-site to customers in real time.

· Address and respond to customer alerts; serve as first point of contact for escalation of issues/questions; review/resolve disputes timely; identify and escalate following CPT procedures.

· Communicate with internal and external parties; Respond to emails within 30 minutes.

· Stay current with company systems, research questions using available resources.

· Assist in other project coordination related tasks as needed.

Competencies: (required knowledge, skills, and abilities)

· Knowledge in POS, PCs, audio, structured cabling, telecom, and data services.

· Knowledge of networking and network racks.

· Problem analysis, problem-solving skills ,ability to review information and provide support to technicians over the phone.

· Self-motivated and self-directed with the ability to make decisions based on the situation.

· Adaptability and the ability to handle stressful situations.

· Familiarity with call center environments and queue management.

· Email management and response times.

· Familiarity with ticket management platforms.

· Excellent typing skills and speed.

· Excellent verbal and written communication skills.

· Excellent customer service skills, and professionalism.

· Excellent attention to detail and time management skills.

· Proficient in Microsoft Teams, Outlook, Excel, and Edge.

· Attention to detail

· Team player

· Negotiation skills

Education/Experience:

· Associate or bachelor’s degree in related field preferred.

· 3 years of technical support experience and/or field experience preferred.

Background Check: A criminal background check as well as reference checks will be conducted and may be a condition of hire.

CPT Network Solutions is an equal opportunity employer that offers its team members personal growth, career advancement, job satisfaction, as well as highly competitive salaries and benefits.