IT Customer Service Coordinator

Orion Integration Group is a leading provider of Managed IT Services, hardware/software, managed print services, structured cabling, and telephony.

If this describes you, we think you'd be a great fit!!

· -Organized, detail oriented, logical and want to understand the full problem before attacking it.

· -You appreciate a process to follow but open to find more efficient ways to meet your goals

· -Friendly and helpful and love being part of a fun team

· -Making customers feel heard and taken care of is your specialty

· -Able to be calm and calm others when they have a problem

· -You think technology is amazing and have a basic understanding of it, but happy to let the experts do the heavy lifting.

· -You enjoy the people and the job you have right now, but have been looking for steady, 8-5 professional work in a fun environment that you can learn new skills and grow with a growing company.

· -You feel like this describes you perfectly, but you have worked in retail, or food service, or have stayed home raising a family for a few years and not sure your experience would relate....we will teach you what you need to know!

General Summary:

The position is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests, follow up and maintenance of customer information.

Perform service request intake from clients; assign, schedule and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong client relations are a must.

Position Responsibilities:

• Act as the single point of contact to the client for all types of service requests
• Answer incoming calls to Helpdesk from 8-5 (includes hour long lunch break)
• Coordination of all IT support groups to ensure maximum utilization of billable resources
• Pre-process service requests as they arrive through email, manual entry, or direct client input
• Schedule internal and field technical resources on the CRM dispatch portal
• Monitor resource schedules to ensure prompt time entry on service requests
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Improve client service, perception, and satisfaction
• Fast turnaround of client requests
• Ability to work in a team and communicate effectively
• Improve usage and increase productivity of IT support resources
• Escalate service requests that cannot be scheduled within agreed service levels
• Report the utilization of IT Support resources and successful completion of service requests to the Service Manager
• Understand processes in CRM system by completing assigned training materials and blueprints on the CRM training site.
• Enter all work as service tickets into CRM system
• Maintain service dashboards
• Any additional tasks as assigned by the President

Knowledge, Skills, and Abilities:

• Excellent computer, navigation and keyboarding skills
• Interpersonal skills: such as telephony skills, communication skills, active listening and client-care
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Keyboarding skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment

Credentials and Experience:

Previous Client Service or phone related skills; familiarity with computer system support terminology concepts.

Competitive compensation and benefit package (includes medical, dental, vision, IRA, PTO, paid holidays and super fun co-workers) DOE.

Free snacks and drinks to keep you nourished and hydrated to attack the days challenges.

Clean, professional, modern, bright work environment with ergo desks that you can sit or stand at.

Job Type: Full-time

Pay: $22.00 - $27.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Compensation Package:

• Bonus opportunities

Schedule:

• 8 hour shift

Experience:

• Customer Service: 3 years (Preferred)

Location:

• Boise, ID 83709 (Required)

Work Location: In person

Salary : $22 - $27