Client Service Coordinator

Location: Burnaby, BC, Canada

Department: Help Desk

Type: Full Time

Min. Experience: Entry Level

Job Summary

NETDIGIX SYSTEMS, is recognized as an industry leader in IT Managed Services, Cloud Hosting and IT Project Consulting in Vancouver and the Lower Mainland. With an ever growing clientele we are looking for a Client Service Coordinator to join our team. 

What’s in it for you?  At Netdigix, we understand that our success comes from the people we hire and that is why we honour our employees with a great compensation package that includes full medical and dental benefits, paid holidays, sick days and vacation. From day one, each member of the team is prepared and given tools that will help their personal and professional development. Our team thrives in a charismatic relaxed culture that celebrates our successes with Friday, Quarterly and Annual social events. If you want to join a growing, aggressive and dynamic company that rewards personal achievements and challenges you to grow, THIS IS THE POSITION FOR YOU! 

 

The Role:

As a Client Service Coordinator, you will act as an escalation point for our clients. Reporting to the CEO: Managing Director, the role acts as a liaison between our Clients and our internal IT technicians, ensuring that all contacts are handled in an efficient and timely manner. You will be required to create clear and concise tickets to ensure that we meet our client’s expectations.

Your success will be achieved by:

  • Acting as a single point of contact to our clients for all types of service requests
  • Creating Incident and Problem Support tickets as they arrive through phone, email, screen viewing sessions, or direct client input
  • Coordinating multiple calendars, appointments and meetings for our technical team
  • Monitoring of technicians' daily calendar to ensure completion of client requests
  • Communicating with our clients on ongoing requests, projects to keep them informed
  • Exceeding our clients’ expectations by maintaining a strong on-going relationship, always looking for opportunities to improve client service, perception and satisfaction
  • Escalating service requests that cannot be scheduled within our time expectations
  • Creating quotes based on the client and technicians' recommendations and following up
  • Creating, sending, and tracking purchase orders with our vendors in efficient manner
  • Managing Office related duties as assigned

​Who You are:

  • 2 years experience working in a Client Service role
  • A passion for outstanding Customer Service
  • Experience working in a Help Desk environment with the understanding of support tools, techniques and how technology is used to provide IT services
  • Good understanding of Microsoft products (Excel, Word, PowerPoint)
  • Technical awareness: ability to match resources to technical issues appropriately
  • Exceptional coordination and time management skills
  • Ability to multi-task, adapt to changes quickly, and work in a fast paced environment
  • Effective communications skills to include written/oral English
  • Excellent team player, with strong problem-solving skills and ability to think on their feet
  • A positive personality and attitude, and an eagerness to learn, improve and take feedback
  • Highly Motivated Self-starter with ability to work in a fast-paced environment
  • Typing skills to ensure quick and accurate entry of service request details
  • Experience with ConnectWise is an asset
  • Business Diploma in relevant areas of study an asset

 

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