Customer Support Services Coordinator
Job Description

Customer Support Services Coordinator

On behalf of our Victoria client, Procom is currently seeking a Customer Support Services Coordinator to be responsible for supporting the Customer Support Services function. S/he ensures that requests for technical support from internal customers are managed efficiently and effectively throughout the request lifecycle. S/he implements processes and procedures with a focus on request, incident and knowledge management processes. The Coordinator collaborates with multiple teams to resolve incidents, drives opportunities for continuous improvement, and delivers an exceptional customer experience.

Customer Support Services Coordinator Duties:

  • Coordinates the Service Desk queues for requests and incidents
  • Drives the efficiency and effectiveness of the request and incident fulfilment processes
  • Ensures that requests and incidents are managed to successful resolution within the agreed upon Service Level Objectives (SLOs)
  • Tracks progress of all support tickets throughout the lifecycle, from start-to-end/register to close
  • Collaborates and communicates with other Technology teams during the support ticket resolution process
  • Serves as the escalation point within the incident management process, and engages the next level of management for support when thresholds are violated
  • Escalates incidents which need special attention, including major incidents
  • Ensures Service Desk team members communicate internally and externally for escalated incidents
  • Re-routes misdirected incidents that have not been processed in a timely manner and creates knowledge articles to improve support ticket handling and assignment
  • Provides input into Service Desk processes and procedures, and ensures they are implemented effectively and efficiently
  • Trains, coaches and mentors Service Desk Specialists (Levels 1 and 2) on Service Desk processes and procedures
  • Coordinates the workload of Service Desk team members and creates optimization plans and schedules based on support tickets and call workload to achieve optimum coverage during Service Desk support hours
  • Gathers Service Desk metrics for response times, resolution and call data and produces regular and ad hoc reporting
  • Enables regular communication and exchange on technical and business changes to ensure the Service Desk team is ready and able to support new or changing business services
  • Promote a knowledge management practice within the Service Desk team and ensures that the Knowledge Base is kept updated and new content is added as required
  • Creates and delivers a Service Desk performance reporting dashboard in ServiceNow
  • Works closely with the ServiceNow development team to drive enhancements that increase Service Desk efficiency and productivity
  • Ensures technical artifacts are accurate, accessible, maintained and communicated
  • Undertakes special projects or assignments as required

Customer Support Services Coordinator Mandatory Skills:

  • Bachelor’s degree or diploma in Computer Science or in a related field
  • A minimum of 3 years of experience in a customer services team and function
  • Ability to work effectively in a fact-paced, multi-project and multi-customer environment
  • Must have knowledge of and experience with service management practices including request management, incident management and knowledge management
  • Must have knowledge of and experience with ServiceNow or other service management tools
  • Must have excellent customer-service, listening, communication skills and problem-solving skills
  • Must have excellent interpersonal and collaboration skills, and the ability to work with technical and non-technical stakeholder groups
  • Strong written communication skills and the ability to develop reporting to internal audiences at multiple levels of the organization
  • Professional training and certifications are an asset, including: ITIL Foundation Certification or ServiceNow System Administration

Customer Support Services Coordinator Assignment Length

Permanent Full-Time Employee Position

Customer Support Services Coordinator Assistant Start Date

ASAP

Customer Support Services Coordinator Assignment Location

Downtown Victoria BC



Job Requirements

 

Company Overview

For 35 years, Procom has been pushing the envelope in North American IT staffing solutions. Driven by a senior management team of seasoned recruitment professionals, we have offices in 14 locations in the US and Canada and service all major IT markets.

When we started out in 1978, tech jobs were just being integrated into the workplace. We have been a part of shaping the landscape of IT in Canada ever since, placing IT consultants in major businesses in all sectors, including banking, telecommunications, and retail.

Through all the peaks and valleys of the IT industry, we have consistently done one thing: helping IT professionals discover the next chapter in their career.



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