Job Description

IT Service Coordinator II
Department: Service Delivery
Employment Type: Full Time
Location: Canada - Remote
Description
The Service Coordinator ll plays a crucial role in bridging our clients with our technical team, ensuring the seamless delivery of our premium IT services. This individual not only serves as the primary touchpoint for our clients but also meticulously schedules IT services, manages technician dispatch and deployment, all while maintaining professional interactions with customers, colleagues, and vendors. Adherence to service level compliance, organizational policies, and the efficient resolution of issues impacting the team and business objectives is paramount.
We are on the lookout for candidates with a strong commitment to exceptional customer service, outstanding problem-solving abilities, and acute attention to detail. The ideal candidate will have prior experience in a similar capacity, showcasing their adaptability in a fast-paced setting that emphasizes teamwork and growth. Join our esteemed organization, a leader in IT management services, and enjoy competitive remuneration, an enriching culture, and abundant opportunities for advancement.
Our People:
Our team members are collaborative, positive, and dedicated to mutual success. Transparency isn't just a buzzword here; it's a commitment to open communication, ensuring every voice is heard and valued. Guided by our core values - Passionately Curious, Own It, Go Beyond, and Serve as One - we're here to create something extraordinary together.
Our Core Focus:
Our team members play a pivotal role in our focus: Serving those who serve with technologies for today and tomorrow that make life safe and simple. With nearly 30 years of specialized expertise, our team goes beyond conventional boundaries, delivering tailored managed services and cybersecurity solutions to our clients.
Your Growth:
We are a growth minded organization that prioritizes development, offering numerous opportunities for career advancement. Rooted in our core value of being Passionately Curious, VC3 offers a dynamic learning environment, emphasizing hands-on experiences and formal development programs that celebrate continuous learning to propel your career forward.
Key Responsibilities

• Coordinate the scheduling and dispatch of technical resources to optimize utilization and efficiently address service requests.
• Prioritize and manage service tickets based on their business impact, ensuring timely escalations and effective liaison with third-party vendors.
• Uphold superior customer service standards, managing all communications with professionalism and courtesy.
• Actively monitor assigned dispatch tickets, making updates and allocating resources as products and solutions become available.
• Ensure all resources, parts, and technicians are available when scheduling and dispatching.
• Perform essential administrative tasks, including the coordination of shipping/receiving and liaising with procurement team as needed.
• Ensure all service-related activities adhere to the company's policies and customer service level agreements.
• Collaborate with the technical team to gather feedback and continually improve service delivery.
• Maintain up-to-date knowledge of company products and services to provide effective support.
• Track and report on service metrics to aid in process improvement and resource allocation.
• Foster strong relationships with clients to understand their needs and ensure their satisfaction.
• Perform general administrative duties, including coordinating shipping and receiving needs.
• Obtain, organize and document all relevant details on tickets assigned to technical team members
• Escalation point for any Service Coordinator I team members who are stuck on scheduling efforts.
• Help with problem solving at the Department level including working with other departments.
• Working with the Service Manager on any training that needs to be scheduled for technical staff.
• Helps with process development around being efficient with the scheduling process.
• Additional duties as assigned.

Skills, Knowledge and Expertise

• Exceptional communication, relationship-building, customer service, prioritization, and time management skills.
• Strong commitment to creating success for clients, co-workers, and oneself.
• Ability to thrive in a dynamic, fast-paced environment with efficient multitasking capabilities.
• Process-driven with high attention to detail and excellent follow-through.
• Aptitude for understanding technical concepts and language.
• Proficiency in MS Office, especially Excel, and the ability to quickly adapt to new business application software.
• Minimum of 5 years of Customer Service experience is preferred.
• Associate or Bachelor's degree or equivalent real-world experience.
• Familiarity with common MSP tools and platforms, such as ticketing systems and remote monitoring and management software.
• Problem-solving skills, particularly in the context of managing client expectations and ensuring service delivery.

Additional information you will want to know:

• Minimal travel is expected; however some is possible.
• Parts visibility may require service coordinators to go/work at the local office
• The applicant selected will be subject to a criminal and department of motor vehicles background checks
• VC3 offers a comprehensive benefit package and 401K/RRSP company matching

Thank you for your interest in VC3. We appreciate all applications; however, only those candidates selected for an interview will be contacted.