Our client based in the US is looking to hire a full-time Service Coordinator to provide excellent customer service and team leadership. The incumbent must have a strong work ethic and be willing to work US hours in a remote position.

Roles and Responsibilities:

1. Ticket Lifecycle & SLA Management

• Triage
• Dispatch / scheduling
• Closing tickets
• MSA & tickets scope control: Agreement vs Billable
• Quote and billing for work not covered by Agreement
• Manage client expectations & client satisfaction
• Identify need for and coordinating escalations
• Procure required products

2. Review & Approve Time Sheet & Expense Sheets for technical team

3. Service Reporting (RSV/SBR) - Managing production and delivery for client service-delivery related status reports, feeding into Client IT Scorecards, Roadmap, Budget

4. Service delivery process documentation

5. Client engagement, client experience, & client satisfaction

6. Team Utilization

• Optimize resource scheduling for efficiency and revenue production
• Review team production capacity & utilization reports with Service Manager

7. Infrequent duties

• Review & manage service Agreement utilization & profitability
• New Technical Team member onboarding
• Manage major Incident Reporting workflows
• Manage Agreements (Connectwise PSA software) - create, update, remove, maintain MSA reconciliation & billing SOPs

Key Requirements:

• Self-motivated and self-managed, with ability to work in a fast-moving environment
• Proficiency and aptitude with Microsoft Windows PCs, Microsoft Office, and learning new software applications in-depth
• 5 yrs experience in a Service desk Coordinator role
• ITIL foundation (Or similar foundational certification)
• Comptia A+
• Comptia N+
• Relationship management experience

Interested candidates are encouraged to apply for the role either directly online or by sending their application through to talent@pronel.co.za">talent@pronel.co.za

Kindly note, our consultants receive more than 300 applications daily, it is not physically possible for us to regret everyone. If you do not hear back from a consultant within 5 - 10 working days, please consider your application unsuccessful this time around. We appreciate your understanding in this regard