GMS Tier 1.0 Service Coordinator

                                                                                 Job Description

POSITION:                Tier 1.0 Service Coordinator 

REPORTS TO:          Global Technical Support Manager

OBJECTIVE:             Be a valuable team member of Verrex’s Global Service Desk supporting Global Managed Services to clients in the aspect of Verrex’s offered GMS service. The Tier 1.0 Service Coordinator reviews, analyzes and evaluates incoming client trouble tickets within the service & maintenance organization.  This position is responsible for entering all trouble tickets into the Verrex company system & follow the authorized processes and procedures to the appropriate team member(s).   This position will coordinate the parts and resources necessary to bring trouble tickets to speedy resolution.

COMPENSATION:    Non-exempt (hourly), monthly cell phone stipend.

BENEFITS:                Verrex offers a comprehensive benefits package to support the health, well-being, and financial security of our employees. Benefits include:

• Medical, dental, and vision insurance (VSP)
• Company-sponsored 401(k) plan with matching contributions
• Company-paid life insurance and AD&D coverage ($50,000)
• Long-term disability (LTD) insurance
• Optional supplemental life insurance available for purchase
• Healthcare and Dependent Care Flexible Spending Accounts (FSAs)
• Access to AFLAC supplemental insurance products

This benefits summary is intended as a general overview and is subject to the terms and conditions of the official plan documents.

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RESPONSIBILITIES:

• Tier 1.0 Service Coordinator’s Duties & Responsibilities:

1. Respond with a sense of urgency when receiving customer correspondence that suggests customer satisfaction or retention is in jeopardy
2. Enter all incoming trouble tickets accurately into the Verrex ticketing system.
3. Answer all incoming support calls/ emails to address potential customer issues and escalate these issues as necessary.
4. Update and recommend process and procedure changes to better assist customers and resolve issues in an accurate and timely manner.
5. Provide follow-up on resolved tickets to ensure resolution to customer issues has met customer needs
6. Professionally answer telephone support calls for all global clients
7. Ensure successful customer interaction and conflict resolution for both internal and external customers
8. Ensuring high quality customer service at all levels. 
9. Prompt turnaround of service technician confirmations, to meet or exceed Service Level Agreements
10. Field service emails/ calls as needed to ensure successful triage and escalation of trouble tickets to maintain appropriate customer service levels
11. Updating Room Profiles as needed to maintain accurate information
12. Create trouble tickets relating to covered devices under Verrex service agreements
13. Possess and refresh oneself on knowledge of Verrex Service Desk processes and procedures
14. Follow direction from Tier 2, Desk Supervisor and Upper Management for daily tasks, if needed

SKILLS & QUALIFICATIONS:

• 1-3 years prior work experience working within a client service role
• Experience working in a team environment; able to develop and maintain strong relationships with co-workers 
• Provide customer service that exceeds customer expectations 
• Use independent critical thinking skills to troubleshoot  non-technical issues 
• Excellent written and verbal communication skills
• Excellent organizational skill, efficient multitasking, and strong attention to detail 
• Work in a fast-paced environment and handle stressful situations
• Limited weekend and/or night work may be required

This job description may be revised at any given time by Verrex Management.

Employee Handbook

Please refer to the Verrex Employee Handbook for company policies on such issues as employment wages, salary, benefits, services, reimbursable expenses, employee communications, safety, health, standards of conduct, and corrective action.

Equal Opportunity Employer Statement

Verrex is proud to be an equal opportunity employer. We are committed to creating an inclusive, respectful workplace where everyone can thrive.