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Service Coordinator

$22-25/hour

Job Purpose

The purpose of the Service Coordinator acts as the central hub of ticket coordination for our Support Desk Team, from ticket creation to assignment. Providing great customer service to our clients and understanding our culture is very important. Paying attention to detail, having follow through on tasks, and the ability to multitask are all required to succeed. This position reports directly to the Operations Manager.

Duties and Responsibilities

Daily Tasks 

  • Answer the telephone and direct customers to the appropriate channels for their request. 
  • Pre-process client service requests via phone and email, setting clear expectations for response time. 
  • Triage and quickly respond to outage alerts. 
  • Update tickets with details, status updates, and schedules as needed. 
  • Follow up on client responses within our ticketing system. (Autotask)  

Supporting, coordinating, and assisting the Support Desk Team 

  • Coordination of all support desk services personnel to ensure maximum utilization of billable resources. 
  • Coordinate Weekend/After-hours support schedules, recurring appointments, and update calendars. 
  • Coordinate KTS Monthly recurring PSS Reports and confirm completion. 
  • Improve utilization and increase productivity of IT support resources. 
  • Schedule resources on the PSA tool dispatch portal. 
  • Monitor resource schedules to ensure prompt time entry on service requests. 
  • Escalate service requests that cannot be scheduled within agreed service levels. 
  • Ensure support desk meets or exceeds service SLA’s. 
  • Attend staff meetings as required. 
  • Produce and send aging ticket reports to Support Desk Team and Operations Manager. 

Qualifications

  • High school diploma.  
  • 1-2 years professional office experience 
  • Min. 40 WPM typing 
  • Experience in Microsoft Office/Outlook 2016 and up.  
  • Strong computer skills required. 
  • Great Customer Service Skills, Customer Service Experience Required. 
  • Quickly adaptable to new computer software:  
    • Office 365 (Outlook, excel, word), Autotask and SharePoint are key software used by KTS. 
  • Strong written, verbal, and interpersonal communication skills. 
  • Strong planning, time management, and execution skills. 
  • Ability to work independently with limited supervision and achieve individual and team goals. 
  • Ability to effectively prioritize and execute tasks in a fast-paced, high-pressure, dynamic environment

Working conditions 

Office: Responsibilities and tasks are expected to be performed at the KTS Office.  

Hours: Business Hours 8:00am – 5:00pm (Monday through Friday)

Customer service and professionalism is a must! Looking for: attention to detail, quick learner, strong communications skills, likable personality, team player, and the ability to communicate with clients in non-technical terms. This is a great opportunity to learn and grow with a leading technology firm, and have some fun on the way.

Kazmarek Technology Solutions (KTS) is a San Diego based MSP/Systems Integration firm that excels in technology and business solutions without losing sight of customer service and proper business ethics. The KTS team is dedicated to keeping up-to-date with the latest technologies and offers the best solutions for small and mid-sized businesses that are looking to maximize efficiencies within their on-prem and cloud infrastructure environments.

To Apply for the Service Coordinator Position please email your resume to [email protected].

Testimonials

Testimonials

“We’re building a solid IT foundation to be able to go where we need to be for growth and success. I couldn’t be more pleased with KTS’s performance and progress on our IT Projects.”

Shawn Ellis, CFO Custom Logos

Testimonials

“Both company email migrations have were completed without a problem. Thanks to your team both transitions went smooth.Everyone with your group are both knowledgeable and professional, and you should be proud of the organization you are building.”

John Sonnen, IT & Security Director Child Safety Network

Testimonials

“We have been using KTS for our IT support for about a year now, and we are very pleased with the service we have received. Chris has been our first line person, and has been able to resolve issues quickly, and often remotely, which helps reduce costs. Our staff has really appreciated his fast response and resolution to the issues that have come up. We have also appreciated that there are other folks at KTS who can fill in if Chris is out. Thanks to all!”

Suzy Halleland, Executive Administrator Village Church

Testimonials

“I think you know we have been very happy with your service and are very grateful to have been referred to you guys. But on a more personal note, I want you to know that Kevin in your office has provided a service for us that is way over the top.”

Jeff Golumbuk, CEO Custom Logos

Testimonials

“I just wanted to thank you and your staff for the excellent service and work provided by KTS.  It has been night and day compared to our old third party IT consultant.”
Nick Walters, VP Project Management West Coast General Corp.

Testimonials

“I wanted to let you know that I am absolutely delighted with the service we have received from you and your team so far. I know we put you in a tough position with such short notice of having to jump in and take over, and we really appreciated that. But there are many other reasons as well. First, I’m so glad they discovered the hard drive problem right away, as that could have caused us a huge issue as you well know. Second, everyone that I’ve had the pleasure to work wi… Read more
Jo Barsa, CPA Barsa & Company

Testimonials

“Kazmarek is fantastic!  I’ve used every size of IT company over the past 20 years and Kazmarek is by far superior to all I’ve used.  We are extremely happy with their service and expertise.  One of the things I like most about them is that they have engineers available to respond to our prioritized needs but they also wanted to give us the best customer service possible so they went above and beyond and put in place an escalation plan so that if I feel the response time i… Read more
Marisa Janine-Page, Partner Caldarelli Hejmanowski Page & Leer LLP

Testimonials

“I have thoroughly enjoyed working with the Kazmarek team through the years! They are responsive and have a great team to work with, whether it’s day-to-day IT needs or special projects. ”
KC Martin, HR Director Full Swing Golf

Testimonials

“As a local San Diego business, we were looking to partner with another local business after our IT needs just weren’t being met with a nationwide provider. We could not be happier with our decision since KTS has been very swift, attentive, and collaborative with our IT needs over the past three years. Their engineers, support desk, and managers are patient and able to effectively communicate issues and solutions to a layperson which speaks volumes about their hiring and customer… Read more
Carrie Lamb, Project Manager Chuao Chocolatier

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