Client Services Coordinator

Research And Developement Industries Inc; Billings (MT); Hybrid; USD 40,000 - 55,000; Full time

Benefits offered by this job

Full benefits

Onsite and remote work options

Job summary

Entre Technology Services is seeking a Customer Service/Service Desk Associate to provide onsite and remote IT support to small and medium businesses. You will handle ticket triage, client communications, and dispatch coordination in a fast-paced environment across Montana and surrounding areas.

The role requires a High School diploma or GED and strong customer service, communication, and multi-tasking skills.

Qualifications

• Minimum high school diploma or GED required.
• Excellent customer service skills and professional growth orientation.
• Strong verbal and written communication.
• Ability to multi-task in a fast-paced environment.
• Willingness to learn and adapt.

Responsibilities

• Answer incoming phone calls for Service Desk
• Triage service tickets to point of assignment
• Maintain client contact information
• Complete information gathering to ensure service ticket details are available when needed by a technical resource
• Monitor Service Team board for new and critical/high tickets, assign tickets to a resource for resolution
• Serve as first point of contact on outstanding client tickets/service issues and provide appropriate ticket “status” to client and Entre team
• Assist with continued improvement of customer service, perception and client satisfaction
• Understand, improve, and implement processes in client ticketing system by completing training materials provided by vendor
• Serve as dispatch process expert
• Schedule service tickets to technical resources using appropriate priority, service level and resource
• Maintain effective communication via available communication channels with Entre Team and clients
• Escalate service tickets as needed
• Perform client follow-up to verify final resolution and determine satisfaction level
• Understand overall service desk objectives
• Understand role and function of team members
• Assist admin team in providing reporting and metrics
• Be alert to Entre business opportunities when working with clients, refer to appropriate resource
• Be sensitive to and aware of Entre’s performance in servicing the needs of our clients
• Keep apprised of changes in the industry that affect our business clients and their technology needs
• Participate in new technologies research and evaluation suitable for our market and business clients/prospects
• Assist with some lifting as required, such as computers, displays, and small-form factor printers

Skills

Customer service

Communication

Organization

Multi-tasking

Empathy

Professionalism

Education

High School Diploma/GED

Job description

Here at Entre Technology Services we provide exceptional onsite and remote IT support to small and medium size businesses across Montana, Wyoming and beyond. We work with a variety of businesses and organizations from Legal, Accounting, Medical, Dental, Manufacturing, Trucking, and nonprofits. We want employees that hold our core values of: Invest in Others, Embrace the Hustle, and the desire to Be Better. Our core focus is to Create Raving Fans every day.

Essential Duties and Responsibilities

• Answer incoming phone calls for Service Desk
• Triage service tickets to point of assignment.
• Maintain client contact information
• Complete information gathering to ensure service ticket details are available when needed by a technical resource
• Monitor Service Team board for new and critical/high tickets, assign tickets to a resource for resolution
• Serve as first point of contact on outstanding client tickets/service issues and provide appropriate ticket “status” to client and Entre team
• Assist with continued improvement of customer service, perception and client satisfaction
• Understand, improve, and implement processes in client ticketing system by completing training materials provided by vendor
• Serve as dispatch process expert
• Schedule service tickets to technical resources using appropriate priority, service level and resource
• Maintain effective communication via available communication channels with Entre Team and clients
• Escalate service tickets as needed
• Perform client follow-up to verify final resolution and determine satisfaction level
• Understand overall service desk objectives
• Understand role and function of team members
• Assist admin team in providing reporting and metrics
• Be alert to Entre business opportunities when working with clients, refer to appropriate resource
• Be sensitive to and aware of Entre’s performance in servicing the needs of our clients
• Keep apprised of changes in the industry that affect our business clients and their technology needs
• Participate in new technologies research and evaluation suitable for our market and business clients/prospects
• Assist with some lifting as required, such as computers, displays, and small-form factor printers

Education and Certifications

• High School Diploma/GED Required

Professional Experience and Requirements

• Proven track record of excellent customer service skills (employee of the month awards, etc.)
• Passionate about customer care and professional growth
• Communication skills – verbal and written
• Organization Skills
• Ability to multi-task in fast paced environment
• Customer service personality and likeability
• Professional, neat appearance
• Ability to have empathy towards customers
• “Get the job done” mentality; flexible in performing a variety of tasks; has a sense of urgency about getting things done

Preferred/Highly Desired

• Education in Computer Science
• IT Support Experience in MSP environment

Job Hours

8 hours per day, 40 hours per week. Some daily flexibility required to accomplish mutually agreed goals and satisfy client special needs

Compensation

• DOE
• Full benefits available for permanent, full-time employees, partial benefits available for temporary, full-time employees