Contact Us Today!

Customer Service Coordinator

Job Description

Beringer Technology Group is a Microsoft Gold partner with competencies in Cloud Business Applications, Collaboration and Content, Small and Mid-Market Business Solutions and Cloud Productivity. We help businesses plan for, select, implement, and support Microsoft business solutions. We offer a fast-paced and fun work environment that promotes a great opportunity for success. We are looking for a self-motivated individual that has a passion for providing fanatical customer service support. This individual will be a creative thinker and problem solver, detail oriented, possess strong communication skills and an interest in learning. We are willing to train the right candidate.

Perform service request intake from clients; assign, schedule, and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong client relations are a must.

Position Responsibilities:

The right candidate will have the ability to:

  • Act as the single point of contact to the client for all types of service requests
  • Coordinate all IT support groups to ensure maximum utilization of billable resources
  • Pre-process service requests as they arrive through email, telephone, manual entry, or direct client input
  • Schedule internal and field technical resources on the dispatch portal
  • Monitor resource schedules to ensure prompt time entry on service requests
  • Communicate with clients as required; keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Respond quickly to client requests
  • Work in a team and communicate effectively
  • Improve usage and increase productivity of IT support resources
  • Escalate service requests that cannot be scheduled within agreed service levels
  • Report the utilization of IT Support resources and successful completion of service requests to the Service Manager
  • Review and approve technicians’ timesheets

Knowledge, Skills, and Abilities:

  • Interpersonal skills: such as telephony skills, communication skills, active listening, and client-care
  • Ability to multi-task and adapt to changes quickly
  • Basic computer and operating system knowledge
  • Experience with ConnectWise is a plus
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment

We offer:

  • Competitive Compensation Package
  • Comprehensive benefits package including health and dental insurance & 401k with 401k match
  • Excellent work environment with the ability to work with a team of highly motivated and customer focused peers