THE PERKS:

• $18-19/hr
• 15 days of PTO
• Hybrid work schedule
• Benefits available on Day 1

ABOUT YOU:

You’re a people person and a natural communicator who thrives in a fast-paced environment. You’ve learned a thing or two about how to communicate well with customers and work successfully as part of a team. Your experience includes providing excellent service to others, whether in a helpdesk role or a customer service position. Your peers and previous employers would attest to your strong work ethic and warm personality.

You dream of a career in IT. You just need a door to open. and a path to follow to make those dreams come true. You aim to have stability and good benefits, and you understand the value of accountability. You like the close-knit nature of a smaller company. You want to work someplace where people carry their weight, but also know how to have fun and be friendly.

ABOUT US:

Safety Net is an award-winning IT firm in business since 2003. We're an open book company that believes in bringing enterprise-class IT management to small and mid-size businesses. We’re consistently growing, which means professional development opportunity for our team members. Providing a highly skilled team to our clients is a core part of what we do, so we pay for training – a lot of it. As a company, we strongly believe that if we take great care of colleagues, colleagues will take great care of clients. If you have a family (or, just a life!), so do we; we understand the importance of flexibility whenever it’s possible. We know that customer satisfaction and job satisfaction are absolutely linked, so we make efforts to have fun in the office, make sure all staff members are equipped with great technology, and have a comfortable work environment. We also have a “no jerks” hiring policy. To provide consistently great service to clients, we embrace process (Lean, ITIL, CRM, you name it), so if you like to go about your work all haphazardly, we’re probably not the best place to apply. If you do well being challenged and being busy, you should get in touch!

ABOUT THIS POSITION:

The Support Services Coordinator’s primary responsibility is to drive outstanding client service from Support Services Group through communication, managing expectations, and coordinating the work. Following the 3 Steps for Delivering Great Service, this person oversees accuracy in service tickets (finding out what they need), ensuring someone is getting it for them, and going the extra mile whenever possible to build positive relationships with clients and peers.

This is intended to be a stepping stone into a Support Services Specialist (Level 1) role. If you're currently enrolled in an IT program, or have recently completed one, this opportunity is the perfect way to get your feet wet in the industry and prepare for promotion into a more technical role within a year.

Key Tasks and Responsibilities

Triage

• Review alerts and client requests for support
• Gather and document necessary information
• Assign tickets to technical colleagues
• Review completed tickets for accuracy and process adherence before closing
• Communicate status to clients who are waiting
• Remotely assist clients with select Level 1 support needs as workload allows

Team metrics and SLA coordination

• Review and follow up on SLA alerts
• Keep team informed of absences and anything else that affects the distribution of work
• Contribute to team games and goals via good communication, creative ideas, encouragement, and positive energy

Other responsibilities

• Tertiary/backup coverage for administrative assistant or others as needed: phone coverage, shipping and receiving
• Maintain accurate client contact records
• Special projects as assigned by management

Required Qualifications

• Interpersonal relations and leadership skills:
  • Influence without supervisory authority
  • Maintaining good humor and positive attitude, even in stressful situations
  • Very clear communication via phone and electronic messaging
• Minimum two years of work experience, with references
  • Some past customer service experience preferred, resolving problems and maintaining calm and empathy
• Associate or Bachelor’s degree, active pursuit of a degree, or equivalent work experience
  • Minimum cumulative GPA of 3.0
• Demonstrable writing skills, including correct spelling, grammar and punctuation
  • Ability to touch type at least 40 WPM with 98% accuracy

Perks/Benefits

• Extensive on-the-job training
• Retirement plan
• Generous paid time off - 15 days PTO, 7 holidays, 1/2 day Volunteer Time Off (VTO)
• Shamrock Shakes, Hawaiian Shirt Day, a nice chair, and free pizza!
• Hybrid Work-from-Home policy - split your time between a traditional office environment and a home office

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