Service Specialist

Description

Who We Are

Telaid helps enterprise clients accelerate technology adoption to achieve their business objectives. We design, deploy and support critical technologies, reducing time, task, cost and risk associated with managing technologies in complex, multi-site environments. But Telaid is not your ordinary technology integrator. Committed to excellence, our vision is to be a people first, customer obsessed company with great (not perfect) leaders who strive to provide the best possible experience for our employees, partners and customers. We’re working hard to build and maintain a culture of integrity, trust and accountability that attracts, trains and retains the right employees for the right roles. If you’re looking for a great place to work, learn and advance your career, get to know Telaid!

Our Core Values are – Be Proactive, Be a Team Player, Take Ownership & Do the Right Thing 

Summary of Position

The Service Specialist is responsible for supporting the achievement of SLA targets and enhancing the efficiency of service operations for assigned accounts. Key responsibilities include opening and managing service tickets, verifying client details, updating internal systems, and providing proactive customer updates. This entry-level role focuses on learning and supporting established processes, collaborating with cross-functional teams to meet SLA goals.

Success in this position requires strong organizational skills, effective communication, attention to detail, and a commitment to customer satisfaction. The ideal candidate is customer-obsessed, eager to contribute to timely issue resolution, deliver a positive customer experience, and support the long-term success of Telaid’s service operations.

Primary Duties and Responsibilities

• Coordinate Service-Related Activities to Drive Customer Success:
  • Order materials and lifts, managing delivery logistics.
  • Create labor tickets and schedule technicians to meet Service Level Agreements (SLAs).
  • Manage issues and triage escalations effectively.
• Work with technicians over the phone to resolve issues as needed.
• Provide updates in work order management systems (client portals).
• Make customer notifications (pre-calls) and/or follow-up calls as required.
• Control labor spending to meet or beat budgets and escalate when at risk of exceeding set thresholds.
• Track technician cancellations, reschedule requests, and late ETAs (estimated times of arrival) using service team dashboards and queues.
• Perform other work-related tasks as assigned by the supervisor.

Qualifications

Skills and Personal Attributes

• Customer-obsessed and fanatical about customer success, focused on driving long-term value, revenue growth, and enhanced Telaid profitability.
• Proficient in MS Office 365, with strong skills in Excel, business writing, client reporting, and inventory management.
• Excellent organizational skills with exceptional attention to detail and the ability to multitask effectively.
• Strong interpersonal skills, capable of making decisive, well-informed decisions while maintaining a strong ownership mindset that balances analysis, experience, and intuition.
• Influential communicator with outstanding oral, written, and cross-functional communication abilities, fostering collaboration and professionalism.
• Calm under pressure, demonstrating confidence, energy, and strong organizational capabilities.
• Analytical problem solver with a focus on process improvement, efficiency, and attention to detail.
• Eager to exceed job responsibilities, lead efforts to enhance the customer experience, and foster collaboration across teams.
• Committed to continuous learning, self-improvement, and driving excellence in all areas.

Education and Experience

• Minimum of 1 year of experience in a customer-focused environment, office administration, data entry, or a similar operations coordinator role preferred.
• Bonus:
  • Familiarity with store technologies and/or security systems.
  • Experience with break-fix or reactive service maintenance.
  • Background in retail, IT or Integrator background.
  • Proficiency in Excel.

Benefits

• 401k with employer matching and Profit Sharing
• Medical, Dental, Vision, Life and Disability Insurance Benefits
• Employee Assistance Program (EAP)
• Paid Time Off (PTO)
• Other Voluntary Benefits:
  • Critical Illness and Accident Insurance
  • Pet Insurance
  • Bark – Parental controls to ensure online safety for kids
  • Norton LifeLock Identity Protection
  • Employee Discount Program

Salary : $18 - $20