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Technical Support Coordinator

Apex is a one of a handful of Microsoft managed partners in Michigan. We focus on using Microsoft's cloud technologies to deliver solutions for our customers as an IT Managed Services Provider (MSP) and Systems Integrator (SI). We strive to empower users as well as the community. We’ve won multiple awards, including: 2015 Microsoft Compete Partner of the Year – U.S. Central, 2014 Microsoft Cloud Partner of the Year – Heartland, 2013 Microsoft Cloud Partner of the Year – U.S. Central and are on the 2015 MI 50 Companies to Watch. Not only are we a Microsoft Gold award winning partner, we also actively engage in community outreach. We’ve partnered with local charities and non-profits for numerous projects and encourage our employees to step up and take action in volunteer work. 

Job Description:

Apex is seeking a Service Technical Support Coordinator to elevate the customer support experience. Here at Apex, the Technical Support Coordinator handles inbound service requests, scheduling help desk support, following up on tickets, reporting for department specific metrics, and expedites priority requests for our customers. An excellent fit would be an enthusiastic individual who is comfortable working in a fast-paced environment and truly enjoys delivering first class service to our customers.

Essential Duties and Responsibilities:

  • Treats everyone as a customer by processing internal and customer facing service requests with in Service Level Agreements (SLA)
  • Manage expectation by communicating with customers on a regular basis, keeping them informed of incident progress, notifying them of impending changes and agreed outages 
  • Embracing smart opportunity by coordinating request resolutions with support groups to ensure maximum utilization of our billable resources
  • Bringing clarity across the board by managing the service team schedules and ensuring that incidents are completed within SLA guidelines, escalating service request that cannot be scheduled with in the given SLA
  • Stepping up, taking action and finishing by creating process documentation and empowering the success of the service team.
  • Handles basic Level I service requests, such as Password Resets
  • Monitor resource schedules to ensure prompt time entry on service requests and approve the service team time sheets.
  • Provide after-hours/weekend Emergency On Call client support on a rotating schedule

Skills/Qualifications:

  • Excellent ability to effectively communicate via phone, email and in person
  • Proficiency in Microsoft Windows 10 and Microsoft Office 2016 stack: including but not limited to Word, Excel, and PowerPoint 
  • The ability to handle multiple customer support inquiries while never allowing the customer to feel like they are a small fish in a big pond
  • Working knowledge of ConnectWise and Labtech is a plus
  • Previous customer service experience and or technical experience is preferable (Dispatcher, Help Desk, Service Technician, etc.)

Work Conditions:

  • Professional office environments
  • Hour of Operation are 8:00 a.m. to 5:00 p.m.
  • Ability to travel to client sites is required
  • Ability to work after hours based on ticket volume is occasionally required
  • Assist with emergency coverage for the team or specific assigned areas of responsibility
  • Candidates must be willing to participate in 24/7 on-call rotation.

 

 

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