We’re looking to add a Support Coordinator to our team who will be based in our downtown Vancouver office!

Job Title: Support Coordinator

Years’ Experience: 2

Reports To: Support Manager

Role Summary:

You are the air traffic controller for our service delivery team. You are versed in juggling multiple items at once, multitasking is something you love and you enjoy being in the thick of things. You are an expert multitasker while having a calm and friendly approach when dealing with clients. You have the ability to keep your finger on the pulse of multiple items and enjoy interfacing with team members and clients. Your claim to fame is attaining maximum utilization of internal and field technical resources through the daily dispatch of service requests, with the ability to triage and analyze the severity level of issues quickly and efficiently.

Role Duties and Responsibilities:

  • Act as a first point of contact to the customer for all types of service requests
  • Time management and resource allocation, leveraging all team members in the Managed Services team
  • Interface with clients in person or on the telephone; answering or directing inquiries.
  • Coordination of all IT support groups to ensure maximum utilization of billable resources
  • Triage service requests as they arrive through email, manual entry, or direct customer input
  • Schedule internal and field technical resources
  • Monitor resource schedules to ensure prompt time entry on service requests
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Ability to 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 Support Manager
  • Engage with various third party vendors for managing office supplies and catering
  • Create documentation to help streamline end-user training

Knowledge/Skills:

  • Basic computer and technology industry experience
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Self-motivated with the ability to work in a busy, fast moving environment
  • ITIL knowledge/experience would be considered an asset

If you’re interested in this exciting role, please send an email with your resume to [email protected]