Service Coordination Representative

Job description

About Us:

• Effortless Office partners with our customers to make IT effortless so they can focus on their business.

As a Hybrid Managed Services Provider (MSP) with a focus on providing world-class customer experience, we deliver and fully support secure cloud solutions as well as comprehensive managed IT and network services.    About the Role:

• Service Coordination Representatives are the first point of contact for all clients, so customer service is paramount.


• In this frontline role, you will be responsible for intaking service requests, accurately capturing issue details, and dispatching tickets to the appropriate technical resources.
• You will be the first point of contact in ensuring smooth and efficient service delivery, helping us meet our SLA targets and exceed client expectations.

This role also troubleshoots appropriate level tickets including password resets, VDI reboots, configuration requests, and more.  Location:

• Remote  Schedule: Thursday - Monday 6:00 am – 3:00 pm PST   Hourly Rate: $18.00 - $20.00 per hour  Bonus: This position is eligible for monthly bonuses  Benefits:  Health, dental, and vision insurance  401K + employer match  Paid time off and holidays  Opportunities for career growth and development  Formal and structured mentorship  Training and certification support  Responsibilities: Service Intake:  Serve as the initial point of contact for client service requests via phone and email.  Regularly monitor ticket queues to ensure no requests are delayed or overlooked.  Gather relevant details to accurately log tickets, including user, issue description, urgency, and impact.  Verify and clarify issue details with clients when needed to ensure accurate transfers and escalations.  Communication & Coordination:  Confirm receipt of service requests with clients and provide ETA or technician assignment details.  Communicate appropriately with technicians regarding transferred calls and escalated tickets, ensuring work stoppages are seen and prioritized.  Coordinate scheduling of Bookings meetings for Team Technicians when appropriate.  Escalate critical or high-impact issues to senior technicians or management immediately.  Troubleshooting:  Troubleshoot and resolve common technical issues related to hardware, software, network connectivity, and peripherals.   Assist with basic software installations and updates.  Documentation and Process Improvement:  Update Knowledge Base articles as needed.  Assist with reporting on ticket volumes, response times, and dispatch efficiency.  Identify areas for improvement and implement efficiencies.  Qualifications: High School diploma or equivalent (Degree preferred).  1–2 years of experience in a customer service, intake, or dispatcher role.   MSP or IT service desk experience preferred.  Required Certifications: VMware Certified Associate (VCA) and CompTIA A+  Strong organizational skills and ability to manage multiple priorities under pressure.  Clear and professional verbal and written communication.  Familiarity with PSA/ticketing systems (e.g., Jira, Autotask) is a strong plus.  Basic understanding of IT services, support tiers, and troubleshooting concepts.  Ability to work independently and as part of a fast-paced, service-oriented team.  Why Join EO?


• At EO, our employees are what makes us special.
• We are a highly collaborative company with a very involved senior leadership team that invests in their staff.

We strive to be a company where every employee has a voice, everyone takes pride in their work and gets satisfaction from helping people, and where every employee is constantly learning and driving improvements.

      We are aligned through our core values and seek employees that embody these:

•    Service – we are dedicated to providing EFFORTLESS support and solutions.


• We ensure client and end user satisfaction in every interaction.
  
     CWC – this stands for Communicate, Work, Communicate, because communication is twice as important as the work we do.
  
     Perspective – we embrace the customer’s viewpoint to inspire confidence and meet expectations.   Efficiency – we maximize output and minimize wasted time, effort, and resources.   Passion – we bring energy and enthusiasm to everything we do and are driven by a commitment to excellence.
  
     Reliability – we consistency delivery on promises, follow through on commitments, and are dependable in all situations.
  
     Merit – we recognize and reward talent, hard work, and the pursuit of excellence.
  
     Inclusion & Equal Opportunity Employment  Effortless Office is an equal opportunity employer committed to Diversity, Inclusion & Belonging.
• We are committed to creating an inclusive environment for all employees and applicants.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.   Powered by JazzHR



Required Skill Profession

Information And Record Clerks