Service Coordinator II
3 days ago
New York
Job DescriptionBenefits: • 401(k), • Competitive salary, • Dental insurance, • Health insurance, • Paid time off Responsibilities and Duties • Provide and maintain elevated standards of client support by phone and via email including but not limited to:, • Remote troubleshooting by requesting and sourcing information from a client or client representative., • Rebooting of client systems via multiple software platforms., • Managing escalated request and technical troubleshooting., • Handle technical remote troubleshooting in the following areas:, • Audio & Video Distribution Concepts and Equipment, • HDMI Baluns, • HDMI Matrix Switches, • Fiber Baluns, • Video over Network Distribution Equipment, • IR, RS-232 and Network Control protocols, • Networking, • VPN Connections, • Port Forwarding, • Crestron Control Systems, • Savant Control Systems, • MAC OS, • Create, update and close service tickets and service upgrade tickets within project software by:, • Maintain open dialogue with the client on troubleshooting progress., • Thoroughly document all troubleshooting steps taken., • If applicable, schedule onsite service visits with clients and communicate costs., • Actively maintain ticketing status in project software to ensure all clients are responded to promptly., • Complete ticket life cycle when issues are resolved., • Maintain and update recaps of onsite service calls prior and following dispatch of service technicians. Contact client to confirm expectations for resolved issues and to set up any return visits., • Coordinate with clients to accept payments for overdue or current service bills., • Work alongside client concierge to maintain and update VIP client list, customer folders, and company notes in project tracking software., • Maintain and update client information by:, • Altering point of contacts, • Updating contact information, • Updating any login credentials, • Track progress of equipment repairs and proceed to schedule re-installation of repaired/replaced units as applicable. Update service ticket with project information and status., • Review web resource tools to proactively identify client needs based on historical data, previous service calls, and current alerts., • Track and update client approval for product and labor via service tickets, take payments as applicable., • Coordinate with internal stakeholders action service tickets based on internal needs., • Confirm appointments, timeline for access and point of contact for service dispatch, provide notes in project software., • Provide service technician with accurate notes and documentation on the issue(s), state what has already been addressed and what is required on site., • Confirm appointments with clients prior to dispatching., • Assist with emergency client requests as needed, provide clients with reasonable expectations for repair., • Review and approve completed service orders for accounting team., • 3-5 years experience working within a customer service base environment with high end clientele., • Technical experience with remote troubleshooting AV and networking equipment, ideally in the home automation sector., • Working knowledge of Creston, Savant, Lutron control systems., • Professional phone edetate, strong written communication skills and ability to balance several communication platforms simultaneously. Call center experience strongly preferred., • High school diploma or equivalent required, bachelor's degree preferred., • Experience interacting with stakeholders at all levels; over communicator., • Demonstrated ability to self-motivate and follow-through., • Attention to detail, great organizational skills, the ability to meet tight deadlines, and to juggle multiple critical requests., • Ability to think both strategically and tactically and to drive execution. Should be equally comfortable with long term planning and day-to-day progress tracking and execution., • Proven track record of taking ownership and of delivering results in a fast-paced environment., • Have a solid grasp of customer success and ample experience developing client relationships, working with clients directly to find solutions., • Demonstrated desire for continuous learning and improvement., • Aptitude for working within multiple software platforms. Flexible work from home options available.