GMS Tier 1 Service Coordinator
Verrex Corporation - Mountainside, NJ
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Job Description Job Description POSITION:GMS - Tier 1 Service CoordinatorOBJECTIVE:Be a valuable team member of Verrex's Global Service Desk supporting Global Managed Services to clients in the aspect of Verrex's offered GMS service. The Tier 1 Service Coordinator reviews, analyzes, and evaluates incoming client trouble tickets within the service & maintenance organization. This position is responsible for entering all trouble tickets into the Verrex company system & following the authorized processes and procedures to the appropriate team member(s). This position will coordinate the parts and resources necessary to bring trouble tickets to a speedy resolution. Tier 1 Service Coordinator's Duties & Responsibilities:Respond with a sense of urgency when receiving customer correspondence that suggests customer satisfaction or retention is in jeopardyEnter all incoming trouble tickets accurately into the Verrex ticketing system.Answer all incoming support calls/ emails to address potential customer issues and escalate these issues as necessary.Update and recommend process and procedure changes to better assist customers and resolve issues in an accurate and timely manner.Provide follow-up on resolved tickets to ensure resolution to customer issues has met customer needsProfessionally answer telephone support calls for all global clientsEnsure successful customer interaction and conflict resolution for both internal and external customersEnsuring high-quality customer service at all levels. Prompt turnaround of service technician confirmations, to meet or exceed Service Level AgreementsField service emails/ calls as needed to ensure successful triage and escalation of trouble tickets to maintain appropriate customer service levelsUpdating Room Profiles as needed to maintain accurate informationCreate trouble tickets relating to covered devices under Verrex service agreementsPossess and refresh oneself on knowledge of Verrex Service Desk processes and proceduresFollow directions from Tier 2, Desk Supervisor, and Upper Management for daily tasks, if neededTier 1 Service Coordinator's Position Requirements:Ideal candidates will have the following qualifications:Work in a team environment, develop and maintain strong relationships with co-workers Provide customer service that exceeds customer expectations Use independent critical thinking skills to troubleshoot non-technical issues Excellent written and verbal communication skillsExcellent organizational skills, efficient multitasking, and strong attention to detail Work in a fast-paced environment and handle stressful situationsLimited weekend and/or night work may be requiredPreferred Skills & Qualifications1-3 years prior work experience working within a client service roleProficiency in MS Office applications (Outlook, Excel, Word, PowerPoint etc.) is requiredA HS diploma We're an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. This Job Description may be revised at any given time by Verrex Management.
Created: 2024-05-07