Vendor Liaison MSP Support Engineer

SHI International; Northern (KY); Hybrid; USD 30,000 - 39,000; Full time

Benefits offered by this job

Health benefits

401K

Flexible spending

Job summary

SHI International is seeking an MSP Support Engineer - Vendor Engagement Specialist to coordinate communications between customers and vendors and ensure complex issues are addressed promptly.

You will create cases, schedule calls, monitor progress, document updates in the ticketing system, and escalate recurring problems for process improvements, collaborating with the supervisor to strengthen vendor relations.

Qualifications

• 0-2 years of experience in an administrative or customer service role, preferably within an MSP or related technology services environment.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Proficiency in PSA software, such as Autotask, and the Microsoft Office Suite.

Responsibilities

• Act as a liaison between customers, vendors, and internal teams to ensure efficient and effective communication.
• Create cases within vendor requirements to enable accurate, resolution-focused customer engagement.
• Coordinate, schedule, and participate in calls and meetings between customers and vendors to address complex service issues.
• Monitor interactions to ensure all customer concerns are addressed and resolved to the customer's satisfaction.
• Document all communications and follow-up actions in the company's ticketing system and other relevant systems.
• Identify and elevate recurring issues to the appropriate internal teams for process improvement.
• Work closely with the direct supervisor to develop strategies for improving vendor relations and customer service.
• Maintain an understanding of each vendor's capabilities, specialties, requirements, and limitations.
• Facilitate the onboarding of new vendors and maintain updated vendor information.
• Provide administrative support as needed, including preparing reports and presentations for stakeholder reviews.
• Ensure compliance with all company policies and procedures, as well as legal and regulatory requirements.

Skills

Interpersonal skills

Teamwork

Proactivity

Confidentiality

Tools

Autotask

Microsoft Office

Job description

SHI International is seeking an MSP Support Engineer - Vendor Engagement Specialist to coordinate communications between customers and vendors and ensure complex issues are addressed promptly.

You will create cases, schedule calls, monitor progress, document updates in the ticketing system, and escalate recurring problems for process improvements, collaborating with the supervisor to strengthen vendor relations.