Apex Digital Solutions is one of the premier Microsoft Gold Partners in Michigan. We focus on using Microsoft Cloud Technologies to empower our customers to be more secure, productive, and engaged. We accomplish this by delivering high-value services such as briefings, immersions, architecture sessions, fixed fee engagements, managed services, and adoption/change management engagements.
As one of Inc. Magazines Best Workplaces and Crain's 100 Cool Places to Work in Michigan in 2023, we are looking for Apex Warriors to join our team to empower people to make a positive difference in the lives of others. If you are looking for your next opportunity to join a team that is passionate about culture, growth, customer experience, and making an impact, we would love to hear from you!
The Technical Support Coordinator is our client's first point of contact when requesting support from our helpdesk. They oversee the maintenance and dispersal of tickets, handle client issues, coordinate the support engineer's schedule, and assist with escalations when necessary.
The Technical Support Coordinator will need to demonstrate the ability to multi-task in high-stress, time-sensitive situations, and excellent organizational skills.
Responsibilities:
Act as the first point of contact for our clients, receiving and processing support requests (emergency and non-emergency) via email, phone, and automated response - recording necessary information and assigning appropriate resources during business hours
Scheduling our support engineers for services according to urgency and severity within our Contractual Service Level Objectives (SLO). Coordinating their schedules to ensure the maximum utilization of our billable resources.
Provide continual communication with customers, keeping them informed of incident progress, scheduling updates, and notifying them of impending changes
Follow up with our team members on stale tickets to ensure they are resolved within the assigned SLOs.
Creating and updating process documentation to empower the success of the service team, Identifying areas of improvement
Approve Service team members' time sheets and ensure accurate time entry
Manage the on-call schedule for support engineers
Auditing support tickets to ensure information is complete and accurate
Review customer satisfaction, SLO, and aging tickets with the Support Team
Accountabilities
Customer satisfaction measured through surveys and feedback
Service Level Objectives are met or exceeded across all gates
Measurable progression in skills, abilities, and insights
Content Creation and process documentation
S kills/Qualifications
Foster Teamwork - As a team member, the ability and desire to work cooperatively with others on a team
Attention to Communication - Ability to ensure that information is passed on to others who should be kept informed. Effectively communicating via phone, email, and in-person
Customer Orientation - Ability to demonstrate concern for satisfying external and/or internal customers
Empower others - Convey confidence in employees' ability to be successful, especially at challenging new tasks; delegate significant responsibility and authority; allow employees freedom to decide how they will accomplish their goals and resolve issues
Proficiency in Microsoft Windows 10/11 and Office 365 - Including but not limited to Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive
Providing white-glove support to multiple customers regarding support, projects, or advisory inquiries
Working knowledge of ConnectWise Manage and Automate, or comparable ticketing and configuration database software
Previous customer service experience and or technical experience is preferable (Dispatcher, Help Desk, Service Technician, etc.)
Work Conditions:
Professional office environments
Hours of Operation are 8:00 a.m. to 5:00 p.m.
The ability to travel to client sites occasionally is required
The ability to work after hours based on ticket volume is occasionally required
Assist with emergency coverage for the team or specific assigned areas of responsibility
Handle basic organization tasks - Updating client configuration information where needed
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