Vendor Relations & MSP Support Engineer

shi; New Jersey; On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Diversity & inclusion

Career growth

Health benefits

World-class facilities

Job summary

SHI International Corp. in the United States is seeking an MSP Support Engineer - Vendor Engagement Specialist to facilitate and monitor communications between customers and vendors, ensuring complex issues are addressed promptly.

You will act as liaison, create cases, coordinate calls, document actions, and identify recurring issues to improve vendor relations and customer service. 0-2 years in admin/customer service; PSA Autotask and MS Office experience.

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.

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

Outstanding interpersonal skills

Team player

Proactive and self-motivated

Ability to maintain confidentiality

Time management

Education

ITIL Foundation (v5 or higher)

CompTIA A+

Tools

Autotask PSA

Microsoft Office Suite

Job description

SHI International Corp. in the United States is seeking an MSP Support Engineer - Vendor Engagement Specialist to facilitate and monitor communications between customers and vendors, ensuring complex issues are addressed promptly.

You will act as liaison, create cases, coordinate calls, document actions, and identify recurring issues to improve vendor relations and customer service. 0-2 years in admin/customer service; PSA Autotask and MS Office experience.