IT Client Experience Coordinator
About TechMDTechMD is a leading provider of outsourced IT services, cybersecurity, communications, and distributed workforce solutions throughout the United States.
As a customer-focused company, TechMD integrates the industry's best technologies and practices for each customer's specific needs.
We also serve as an extension of our customers' IT departments, enabling them to innovate and grow their business while helping protect them from the risk of cybersecurity threats.
Headquartered in Endicott, NY, TechMD employs over 200 people throughout its six office locations.
As the company continues to expand its footprint, we are constantly looking for talented individuals to support our growth.
We're passionate about creating a great place to work for our employees.
TechMD is committed to the development and advancement of all employees.
We are a highly collaborative organization, and there are many opportunities to learn from your colleagues and advance your career.
Work life balance is important to us.
TechMD is committed to working with each employee individually to find a schedule that allows them to fulfill their responsibilities both inside and outside of work.
Position Overview Client Experience Coordinators are responsible for efficiently dispatching support tickets from clients and ensuring timely resolution of their technical issues.
Additionally, they communicate with clients to provide them with the priority of their ticket and the Service Level Agreement (SLA) associated with it.
Primary Responsibilities 1.
Ticket Dispatch:
Receives incoming support tickets from clients via various channels (email, phone, or ticketing system) and accurately logs them into the ticket management system.
2.
Prioritization:
Assesses the urgency and impact of each ticket based on client requirements, SLAs, and internal guidelines.
Categorizes and prioritizestickets accordingly.
3.
Resource Allocation:
Assigns tickets to appropriate technicians or support teams based on their expertise, availability, and workload.
4.
SLA Management:
Maintains a comprehensive understanding of the Service Level Agreements (SLAs) for different clients and communicates the corresponding SLA information to clients.
5.
Client Communication:
Proactively calls or emails clients to provide updates on ticket status, including priority, estimated resolution time, and any relevant updates from the technical team.
6.
Escalation Management:
Identifies critical or high-priority tickets that require immediate attention and escalates them to higher-level support or management as necessary.
7.
Documentation and Reporting:
Ensures accurate documentation of ticket details and client interactions.
8.
Customer Service:
Maintains a professional and courteous demeanor while interacting with clients, ensuring their satisfaction and addressing any concerns or complaints promptly.
9.
Collaboration:
Collaborates with the technical support team, service delivery managers, and other stakeholders to ensure smooth ticket flow, efficient resolution, and overall customer satisfaction.
Skills and Experience o High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
o Proven experience in a customer service or helpdesk support role.
o Strong organizational skills with the ability to prioritize and multitask effectively.
o Excellent verbal and written communication skills to interact with clients and internal teams.
o Familiarity with ticket management systems and proficiency in using computer software and tools.
o Problem-solving and critical-thinking abilities to assess and categorize tickets accurately.
o Attention to detail and ability to maintain accurate documentation.
o Ability to work well under pressure and meet deadlines in a fast-paced environment.
o Strong customer service orientation and a commitment to ensuring client satisfaction.
Benefits o Medical/Dental/Vision Insurance o 401k with match o Generous paid leave policies o Life Insurance and Short-Term Disability coverage o Performance-based incentive compensation PI227096206 Recommended Skills Attention To Detail Communication Coordinating Customer Communications Management Customer Satisfaction Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
As a customer-focused company, TechMD integrates the industry's best technologies and practices for each customer's specific needs.
We also serve as an extension of our customers' IT departments, enabling them to innovate and grow their business while helping protect them from the risk of cybersecurity threats.
Headquartered in Endicott, NY, TechMD employs over 200 people throughout its six office locations.
As the company continues to expand its footprint, we are constantly looking for talented individuals to support our growth.
We're passionate about creating a great place to work for our employees.
TechMD is committed to the development and advancement of all employees.
We are a highly collaborative organization, and there are many opportunities to learn from your colleagues and advance your career.
Work life balance is important to us.
TechMD is committed to working with each employee individually to find a schedule that allows them to fulfill their responsibilities both inside and outside of work.
Position Overview Client Experience Coordinators are responsible for efficiently dispatching support tickets from clients and ensuring timely resolution of their technical issues.
Additionally, they communicate with clients to provide them with the priority of their ticket and the Service Level Agreement (SLA) associated with it.
Primary Responsibilities 1.
Ticket Dispatch:
Receives incoming support tickets from clients via various channels (email, phone, or ticketing system) and accurately logs them into the ticket management system.
2.
Prioritization:
Assesses the urgency and impact of each ticket based on client requirements, SLAs, and internal guidelines.
Categorizes and prioritizestickets accordingly.
3.
Resource Allocation:
Assigns tickets to appropriate technicians or support teams based on their expertise, availability, and workload.
4.
SLA Management:
Maintains a comprehensive understanding of the Service Level Agreements (SLAs) for different clients and communicates the corresponding SLA information to clients.
5.
Client Communication:
Proactively calls or emails clients to provide updates on ticket status, including priority, estimated resolution time, and any relevant updates from the technical team.
6.
Escalation Management:
Identifies critical or high-priority tickets that require immediate attention and escalates them to higher-level support or management as necessary.
7.
Documentation and Reporting:
Ensures accurate documentation of ticket details and client interactions.
8.
Customer Service:
Maintains a professional and courteous demeanor while interacting with clients, ensuring their satisfaction and addressing any concerns or complaints promptly.
9.
Collaboration:
Collaborates with the technical support team, service delivery managers, and other stakeholders to ensure smooth ticket flow, efficient resolution, and overall customer satisfaction.
Skills and Experience o High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
o Proven experience in a customer service or helpdesk support role.
o Strong organizational skills with the ability to prioritize and multitask effectively.
o Excellent verbal and written communication skills to interact with clients and internal teams.
o Familiarity with ticket management systems and proficiency in using computer software and tools.
o Problem-solving and critical-thinking abilities to assess and categorize tickets accurately.
o Attention to detail and ability to maintain accurate documentation.
o Ability to work well under pressure and meet deadlines in a fast-paced environment.
o Strong customer service orientation and a commitment to ensuring client satisfaction.
Benefits o Medical/Dental/Vision Insurance o 401k with match o Generous paid leave policies o Life Insurance and Short-Term Disability coverage o Performance-based incentive compensation PI227096206 Recommended Skills Attention To Detail Communication Coordinating Customer Communications Management Customer Satisfaction Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
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