Job description

Service Coordinator (SC) – Service Team
$50,000 - $75,000 DOE

Jasco Technology is a Managed IT Services provider offering White-Glove IT management and support to small to medium-sized businesses in the Las Vegas area. Established in 2015, Jasco Technology is experiencing rapid growth in the IT services industry. Our mission is built on providing responsive, reliable, and effective IT support to businesses, which is what our clients expect from us. Our office environment is fun, innovative, and exciting, where everyone collaborates and learns from each other. Working with cutting-edge technologies, the ideal candidate will be able to thrive in a dynamic and ever-evolving environment.

The Service Coordination (SC) position is a key part of our service team. A day in the SC role would look something like this:

After chugging 2 cups of coffee, the SC would review the previous night’s emails and monitor alerts. These emails/alerts would be responded to and turned into support cases where necessary.

The SC and service manager have a quick chat to ensure everything is good and discuss things that are not. The SC would lead the support team’s morning huddle and get everyone rowing in the same direction and pumped up to provide a full day of awesome service to our clients!

The SC would then answer all incoming support emails/text messages and respond and create support cases and schedule on-site service calls accordingly. Working with the techs to ensure support cases are getting done and motivating the techs when the support queues/tickets are dragging is a specialty of the SC. The SC can do this because of their high EQ and motivating voice that is always heard.

Monitoring support case queues and ensuring all support cases are handled promptly is the love language of the SC. The SC thrives in environments with many moving parts and few dull moments. During the rare lull in activity, the SC finds stuff to do to provide our clients with awesome service.

Near the end of the day, the SC reviews everything to determine what needs to be done before the day ends. This includes client communications, support cases that need work, and any other loose ends that need to be tied up.

The SC does not end the day based on what time it is, but rather when the work that needs to be done is done. This desire to not leave an unfinished job is baked into the SC’s DNA.

2 cups of coffee and the next days starts!

Must haves – A successful SC will have the following

· Excellent interpersonal skills – Must provide our clients with outstanding customer service with every interaction.

· Excellent communication and organizational skills - Must be able to manage large support queues, assign tickets/tasks to the right support techs, and assign project tasks to techs when there are no support cases to work on

· High energy level and self-motivation – The SC role requires a person that naturally has a high level of energy. This is the type of person that would always rather be doing something instead of sitting idly.

· Solid Technical Understanding - Needs to possess the ability to turn client support requests into solutions by asking the client for the correct information, then use this information to create and assign support cases.

· Previous Help Desk / IT Support experience –It will be important for the SC to understand IT-related issues and the lifecycle of support cases (tickets)

· Understanding of computers, networks, and Internet technologies

· Must pass Background, Drug, and Driving Screen

· 5+ Years of Working Experience in a related IT support or management role

Bonus Experience/Skills

· Autotask PSA & Datto End Point Management experience

· Veeam Backup solutions

· Webroot SecureAnywhere Antivirus

· Cloud Based Exchange & Email administration

· Office 365 / Azure Administration

· Mobile device support and management

· Apple / Mac support

Daily Tasks

· Create, Prioritize, Assign, and Monitor all support tickets and respective queues in a high-volume help desk environment

· Schedule and monitor field (on-site) service calls and field tech(s)

· Providing world-class customer support with every verbal and written client interaction

· Keep support ticket queues moving and the support techs busy

· Assign project and other service-related tasks to the support tech when there is no available support tasks to be completed

· This position could grow in additional responsibilities like quoting, project management, process development, client relationship management

Benefits

· 100% company-paid PPO Health Insurance is provided to the team member. Health is available to team members’ dependents at our insurance provider’s rate

· Competitive annual salary with a performance-based bonus opportunity

· Company provided Training and Certification (Microsoft/Azure, A+, Network+, etc.)

· 10 scheduled “Paid Time Off” (PTO days) and (4) unscheduled sick leave days

· Every Jasco Technology client loves our team and the service we provide, which makes the workday more enjoyable

· Working directly with the industry best technology and people!

We will prioritize applicants that submit a cover letter including why they think they would be a great fit for this position!

Job Type: Full-time

Pay: $50,000.00 - $75,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• On call

Ability to commute/relocate:

• Las Vegas, NV 89118: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 3 years (Required)

Work Location: In person

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