Customer Care Coordinator

Cooperative Systems Windsor , CT 06095

Posted 1 week ago

Are you a proven IT industry business development professional on the way up in your career, but not advancing or getting noticed fast enough?

Do you want to join a successful, rapidly growing company where you have unlimited opportunity and vast prospects to pursue?

Do you like the idea of working in a supportive, fun atmosphere that was voted one of Connecticuts Best Places to Work for the past 8 years running?

If so, then bring your talents to us!

  • Communicate with customers and colleagues, keeping them informed of incident progress, schedule coordination, setting expectations, and ensuring satisfaction.
  • Coordinate all IT Service Delivery groups to ensure maximum utilization of resources including assigning incidents to the appropriate resource and knowing when to escalate.
  • Act as the backup to answer incoming phone calls that escalate from the initial support queue
  • Pre-process service requests as they arrive through email, manual entry, voicemail, automated alert, or direct customer input
  • Schedule help desk resources on the ConnectWise dispatch portal
  • Report the utilization of IT Support resources and successful completion of service requests to the Help Desk Manager
  • Perform administrative duties including but not limited to logging hours, creating and updating customer documentation using company-approved data entry system.
  • Perform quick fix technical support tasks when available
  • Provide ideas/insights as to new products or services that the company can offer its clients.

Requirements

  • Two or more years customer service-related experience
  • Basic computer and operating system knowledge
  • Typing skills to ensure quick and accurate entry of service request details
  • High school diploma or equivalent
  • Strong interpersonal communications skills including the ability to ask relevant questions, effectively listen, provide information, and collaborate with others in a positive way
  • Take ownership and follow-through on responsibilities
  • Ability to quickly analyze a situation and follow a systematic approach to problem resolution.
  • Ability to manage time and multiple tasks/priorities.
  • Attention to detail, clear and concise writing skills.
  • Cooperation, trust and teamwork skills.
  • Technical awareness: ability to match resources to technical issues appropriately
  • 50% Remote 50% In office
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