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Service Coordinator

Position: Service Coordinator
Type:  Full-time
Salary/Pay: Commensurate with experience

GENERAL SUMMARY:

The Service Coordinator is responsible for attaining maximum utilization of internal and field service resources through daily dispatch of service requests.

Essential Duties and Responsibilities:

The Service Coordinator position is a key contributor in the success of ensuring client satisfaction.  This is achieved by proper follow thru, proper triaging and managing of service requests, and helping in managing client expectations.

  • Act as the single point of contact to the customer for all types of service requests
  • Coordination of all IT support groups to ensure maximum utilization of billable resources
  • Pre-process service requests as they arrive through email, phone, chat or manual input
  • Schedule internal and field service technical resources
  • Monitor resource schedules to ensure prompt time entry on service requests
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Knowledge, Skills, and/or Abilities Required:   To perform this job successfully, an individual must be able to perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Basic computer and operating system knowledge
  • Ability to work on multiple priorities simultaneously.
  • Excellent listening and communications skills, both verbal and written.
  • Strong customer relationship skills.
  • Organized, detail oriented and self-motivated.
  • Strong computer skills and the ability to effectively communicate through e-mail.
  • Basic problem-solving abilities and ability to meet reasonable deadlines.
  • Ability to build positive and collaborative relationships.
  • Willingness to develop professionally.
  • Ability to work with little supervision

Expected Outcomes:

  • Improve customer service, perception, and satisfaction
  • Quickly respond to customer requests
  • Ability to work in a team and communicate effectively
  • Improve usage and increase productivity of IT support resources
  • Ensure detailed service tickets are maintained for each service request
  • Success in the Service Coordinator position will be based on your ability to meet or exceed our client’s expectations in ensuring their incidents are completed to their satisfaction
  • This position will be graded on the thoroughness of the information they obtain from the client, feedback from the technical support team and the satisfaction of our clients

Educational/Vocational/Previous Experience Recommendations:

  • Ability to type 30+ WPM (words per minute)

1+ years’ experience in Customer Services is required.


Support Technician

Position: Support Technician
Type:  Part-Time     
Salary/Pay: Commensurate with experience

GENERAL SUMMARY:

The Support Technician is responsible for attaining maximum utilization of all support services and providing sufficient solutions.

Essential Duties and Responsibilities:

The Support Technician position is a key contributor in the success of ensuring client satisfaction.  This is achieved by proper follow through, proper installation completing service requests, and aiding in the client’s experience.

  • Provide service and customer support during field visits or dispatches
  • Provide technical support for Microsoft's core business applications and operating systems
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Take support requests that are triaged by Service Coordinator and provide solutions in a timely manner
  • Receive remote monitoring and management system alerts and notifications and respond accordingly through service tickets
  • Communicate with customers as required; keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Escalate service requests that require engineer level support

Knowledge, Skills, and/or Abilities Required:   To perform this job successfully, an individual must be able to perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Experience with the Microsoft family of software solutions including Windows 7, Windows 8, Windows 10, and Server OS's as well as the Office Suite line of applications
  • Experience handling concurrent or multiple tasks efficiently
  • Adequate technical troubleshooting skills to support operating systems, business applications, printing systems, and network systems
  • Strong oral and written communication skills
  • Ability to multi-task and adapt to changes quickly
  • Service awareness of all organization's key IT services for which support is being provided
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment
  • Some light lifting of PC and Server equipment
  • Experience troubleshooting Mac OSX preferred

Expected Outcomes:

  • Improve customer service, perception, and satisfaction
  • Quickly respond to customer requests
  • Ability to work in a team and communicate effectively
  • Ensure details in assigned service tickets
  • Success in the Support Technician position will be based on your ability to meet or exceed our client’s expectations in ensuring their incidents are completed to their satisfaction
  • This position will be graded on the thoroughness of the information the Service Coordinator receives from the client.

Educational/Vocational/Previous Experience Recommendations:

  • Ability to type 60+ WPM (words per minute)

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.


Microsoft Dynamics GP Specialist

Position: Microsoft Dynamics GP Specialist
Type:  Full-Time     
Salary/Pay: Commensurate with experience

GENERAL SUMMARY:

The Microsoft Dynamics GP Specialist will act as a Technical Consultant in implementations, projects, training and ongoing support. 

Essential Duties and Responsibilities:

  • Build, develop and test detailed functional designs for business solutions components
  • Manage and coordinate full end-to-end Dynamics GP implementation
  • Complete software installs and updates via the web
  • Analyze business processes and Dynamics GP system requirement
  • Fulfill all specific Dynamics GP requirements
  • Communicate with clients and Dynamics GP team
  • Utilize accounting knowledge to design innovative solutions
  • Execute MS Dynamics GP software installs, updates, customizations and integration
  • Evaluate problems to develop solutions relating to MS Dynamics GP
  • Manage and prioritize multiple projects and support requests
  • Interact with internal and external sources necessary to successfully complete assignments
  • Train end users in proper use & procedures

Knowledge, Skills, and/or Abilities Required: 

  • Dynamics GP Financials
  • Accounting knowledge
  • Tech-savvy: Excel/Pivot Tables, Outlook, OneNote, Word, Office365, Networks, Printers, SQL
  • Report writing/queries/smartlist builder
  • Attention to detail
  • Excellent communication skills - written and oral
  • Consulting
  • Client presentations
  • Display an analytical and logical approach to problem solving and troubleshooting
  • Willingness to do what it takes to get the job done; i.e. examining data, writing documentation
  • Exceed Customer and Shareholders expectations
  • Strive for excellence; acknowledge that average isn’t good enough, do the right thing, take ownership, show a passion for results, show attention to detail, team player

Qualifications: 

  • Required Education: Minimum Education: Bachelor's in Accounting; Microsoft certifications preferred
  • Required Experience: MS Dynamics GP consulting minimum 5 years, prefer experience in MS Dynamics GP Accounting, MS SQL Server experience, strong database and ERP system knowledge

Please send salary requirements & availability along with your resume to kate.lingor@estacar.com


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Their highly skilled professionals allow us to spend less time solving the technical challenges.

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Because our Students Depend on Us!

Downtime is not an option and Runbiz exceeds our expectations

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