Service Co-Ordinator

1 day ago

Sydney, New South Wales, Australia A Corp. Computers Full time $60,000 - $80,000 per year

A Corp Computers is an IT Managed Services provider based out of offices in the Sydney CBD and Hunter Region. Our focus on industry leading technology while providing exceptional customer service has resulted in rapid growth and an opportunity to join an evolving team.

The Service Co-Ordinator role will be responsible for monitoring, assessing, and scheduling incoming client requests (tickets) to appropriate technicians to ensure service standards are maintained and the client receives the best experience. The successful candidate will work directly with the technical support team on the successful completion of client requests (tickets) within applicable time frames and SLAs.

This is a 6-month maternity leave cover with the possibility of extension to 12 months.

Your success in this role will be based on:

  • Creating an outstanding customer service experience for our clients
  • Professionalism and considerate approach to client interactions
  • Achieving your daily and weekly customer satisfaction targets and KPIs
  • Exceptional internal and external communication
  • Contribution to ensuring technical processes follow best practice
  • Your ability to accurately follow instruction from team leaders and follow best practice

Key skill areas include, but are not limited to:

  • Client Management - monitoring and identifying patterns within client support requests
  • Dispatch - Triage of service requests and assignment of request to appropriate team members with all relevant information collected
  • Co-ordination - Maintaining accurate information on technician allocation and work levels
  • Communication - Clear communication with clients and management on the status of client requests

Additional considerations for the successful applicant include:

  • Must have a thirst for knowledge, a curious mindset and a keen interest in professional development
  • Must be thorough and detailed in your approach to problem solving, documentation and knowledge transfer
  • Experience in a Managed Service Provider (MSP) environment is highly desirable
  • An ability to identify client needs and promote additional work in a proactive role
  • Take joy in solving business problems by using your own initiative
  • A team-based approach to completing objectives and achieving goals including A Corp KPIs and high client satisfaction ratings

Only Australian residents will be considered for this role.

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