Overview:

ChannelWorks is a channel-led IT hardware and maintenance solutions provider. Our goal is to provide world-class IT hardware and support at affordable rates that won’t break the bank for customers. We value long-term partnerships and helping the channel in any way we can. As industry veterans, we deliver value, expertise, and greater returns for our partners.

ChannelWorks is currently looking for a Service Coordinator to join our team.

Responsibilities:

Provide a single point of contact for one or more support cases and work orders.

Reviews case data for accuracy and resource allocation Own, work, monitor and update progress of cases and work orders through resolution 

Resolves and inputs provider/client requests into a tracking system according to established guidelines. Recognize and document process improvements. 

Adheres to Service Level Agreements and provides progress reports via phone or email to partners, case owners and management. Identify service bottlenecks.

Be able to handle major incidents, client escalations and complex log and route scenarios. 

Work with a team of Service Coordinators to deliver support. 

Manages parts delivery and engineer scheduling as required. 

Clear hand-off to peers for proper follow-up and business consistency.

Skill and Knowledge Qualifications:

Self-organization and communication skills (oral and written) are critical to this role. (Zendesk experience is a plus).

Knowledge of customer service principles and practices.

Proficient data entry skills.

Demonstrates a high level of initiative with a sense of urgency.

Solutions-oriented and demonstrate analytical problem-solving skills.

Able to use independent judgment and willing to innovate.

Team player: ability and willingness to motivate and support other team members. 

Ability to cope with pressure of peak workloads, short deadlines and some project-based work.

Ability to learn quickly and follow established processes/standards.

Be able to handle high-stress situations when dealing with critical incident management assistance processes.

Understand we are the single point of success or failure for our clients.

Qualifications:

Zendesk or other CRM experience is a plus.

Call Center or Support Center experience is a plus.

Previous experience with IBM, HP, EMC, Sun/Oracle, Dell, and Cisco servers and equipment is a plus.