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Technical Services Coordinator

Company: Optus, Inc.
Location: Jonesboro
Posted on: January 15, 2022

Job Description:

Scope: Highly motivated individual that can work in a fast paced environment and transition from task to task smoothly. Strong teamwork and ability to work closely with other members of the team and company to provide a full solution to meet customer needs. Expected to have a high level of customer service and phone etiquette, along with the ability to transcribe information into Customer facing notes and ensure accuracy on cost/billing for Accounting to process. Coordinator will be expected to develop a base level of technical knowledge through scheduled training opportunities and also with tenure in the position. Will communicate using multiple sources such as - email, phone, Instant Messaging, Salesforce case updates, and face-face.

Responsibilities:
Provide exceptional customer service to a diverse group of internal and external customers
Answer incoming queue calls in a fast paced environment and triage based on type of call
Responsible for dispatching standard break/fix or MAC tickets
Conduct daily follow up calls with subcontractors to ensure daily appointments are met
Complete check in/out or dispatch confirmation calls
Dispatch emergency tickets based on skillset and workload assignments
Use GeoPointe to identify/schedule subcontractors for service and negotiate rates to maximize profitability
Respond to standard customer or tech inquiries via email, Salesforce, or phone
Understand high-level customer specific account requirements and ensures proper cost/billing
Update service tickets using the appropriate fields in Salesforce
Review requests for equipment orders and submits for processing & delivery
Escalate complex issues & customer escalations to Tier 2 and/or Management if needed
Train new & current team members on internal/external processes, work flows, and changes
Participate in 24x7x365 on call rotation after a minimum of 90 days in position or management discretion
Model appropriate behavior in regard to Optus' Core Values and Code of Ethics policies and support Optus' team approach to quality to drive Optus forward
Other duties or tasks assigned by management

Requirements:
College degree preferred, High school degree or equivalent required
Experience with Microsoft Word, Excel and Outlook required
Previous telephony experience a plus
Must be a team player with a positive attitude and able to demonstrate excellent customer service skills
Strong written and verbal communication skills required
A keen attention to detail and great organizational habits are mandatory
Participation in scheduled on call rotation during nights and weekends
This position requires the successful candidate to be able to multi-task, work within externally developed deadlines, and work within an environment with changing priorities

Physical Demands/Working Conditions:
Minimal travel to off-site locations. Ability to read, write, and communicate both orally and written to external and internal customers and employees. Normal vision and normal hearing with or without correction. Ability to lift and/or carry up to 25 lbs., periodically, throughout workday. Ability to stand, walk, climb stairs, sit in one place, squat and kneel continuously throughout day. Ability to reach, bend, and twist continuously throughout day. Ability to work together effectively and professionally with internal and external customers. Ability to communicate verbally through use of phone, e-mail, and fax systems continuously throughout day. Must have the ability to prioritize projects in order of importance and the ability to change from one project to another at a moment's notice.

"Equal Opportunity M/F/Disability/Vet Employer"

Keywords: Optus, Inc., Jonesboro , Technical Services Coordinator, IT / Software / Systems , Jonesboro, Arkansas

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