Ronald Smith Email & Phone Number

Windsor, Connecticut, United States

Windsor, Connecticut, United States

Customer Service Coordinator is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.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 and multitasking skills are a must.Essential Duties and Responsibilities:Act as the single point of contact to the client for all types of service requestsCoordination of all IT support groups to ensure maximum utilization of billable resourcesPre-process service requests as they arrive through email, manual entry, or direct client inputSchedule internal and field technical resources on the ConnectWise dispatch portalMonitor resource schedules to ensure prompt time entry on service requestsCommunication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outagesImprove client service, perception, and satisfactionFast turnaround of client requestsAbility to work in a team and communicate effectivelyImprove usage and increase productivity of IT support resourcesEscalate service requests that cannot be scheduled within agreed service levelsReport the utilization of IT Support resources and successful completion of service requests to the Service ManagerUnderstand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise UniversityEnter all work as service tickets into ConnectWise

Manger of Various store locations in Western Mass,