At Worksighted we are passionate about helping people do their best work. Worksighted has grown tremendously in the last few years as our ability to provide remote employment opportunities and technology support services have expanded across the country. We are looking to fill many open positions to keep up with this growth and would love to tell you more about Worksighted.
Who We Are:
Worksighted is a relationship-driven Managed Service Provider (MSP) for IT Services based in Michigan. We work hard, but we don’t take ourselves too seriously. As a team, we know we’re only as good as the values we stand for and the hard work we put in every day. Joining our team means being a unique piece to the puzzle and a superhero in your own way. From crucial benefits like health insurance and company-paid short-term disability to engagement events and zombie-themed wellness challenges, we work hard, have a lot of fun, and know what matters most to our people.
We are looking for a Service Call Coordinator who will serve as the first line of support for our clients. This critical role is responsible for the triage and coordination of incoming support requests, ensuring timely and effective resolution by collaborating with the appropriate internal service teams. As the first point of contact for our customers, the Service Call Coordinator will respond to inquiries via phone, chat, and email, providing exceptional service and support. This position plays a pivotal role in monitoring and managing incoming tickets, prioritizing requests, and escalating issues as needed. In addition to coordinating service calls, the role involves resolving basic technical issues, maintaining service level agreements (SLAs), and ensuring a seamless support experience for every client interaction.
Who You Are:
- You have a High School Diploma or GED.
- You have at least one (1) year of experience in IT support, service desk, or in a similar technical support role.
- You have a foundational understanding of IT concepts, including hardware, software, networking, and common troubleshooting methods.
- You are familiar with SLAs and performance-based service environments.
- You have a customer-first orientation and the ability to communicate effectively in potentially difficult situations.
- You are detail-oriented, organized, and able to effectively prioritize and execute tasks.
- You have strong decision-making skills and confidence to keep the support process moving efficiently.
What You’re Accountable For:
- Receiving, assessing, and triaging incoming support requests- via phone, chat, email, or automated systems- to accurately identify the nature, scope, and urgency of each issue, ensuring timely and appropriate routing or resolution.
- Dispatching service requests to the appropriate teams and proactively escalating and tracking high-priority tickets through to resolution.
- Ensuring all customer information is thoroughly and accurately captured during support ticket creation and the dispatching process to enable efficient resolution and effective communication.
- Resolving basic customer issues/tickets and closely following escalated tickets to build understanding of advanced problems and their solutions.
- Consistently meeting or exceeding key performance indicators (KPIs) and maintaining a high customer satisfaction (CSAT) rating.
- Communicating internally and externally to provide information and updates regarding client support requests, updating documentation as needed.
- Coordinating with other departments as necessary to continuously improve the support experience.
- Verifying supported and unsupported users for proper Criterion agreement billing.
- Routinely reviewing service boards to verify ticket accuracy (including agreement, priority, and contact details) and promptly escalating tickets in 'Customer Responded' or 'Action Required' statuses to ensure timely follow-up.
- Assisting in communicating known issues with the appropriate service team and aiding in bundling related tickets to streamline service.
- Providing excellent customer service during each interaction with clients and internal team members.
- Following all established policies, processes, expectations, and service level agreements (SLAs) to ensure client needs are met, while accurately documenting time, work performed, and all client communications.
- Following all steps outlined in the End of Day procedure.
- Recording and submitting daily timesheets detailing client work.
- Any other duties and tasks that are required by the Company.
What You’ll Use:
- Microsoft Office Suite
- Microsoft 365
- Active Directory
- ConnectWise
- 3CX
Why You’ll Love Worksighted:
- Competitive benefits package including medical, dental, and vision insurance, company matches to 401(k) and HSA accounts, and company-paid short-term disability and life insurance policies.
- Generous compensation package with a quarterly bonus program.
- Paid time off for vacations, sick time, and personal days, plus a paid day off on your birthday!
- Well-rounded approach to employee wellness with benefits such as a monthly wellness stipend, free healthy snacks, and an Employee Assistance Program.
- Monthly cell phone stipend.
- Open and collaborative work environment – both in office and from home.
- Frequent employee engagement activities ranging from potlucks to company-wide games of virtual BINGO.
- In-depth onboarding program including lunch with leadership, job shadows with every department of the company, and thorough on-the-job training.
- Continuous performance management process with open communication, consistent check ins, and support from leaders.
Learn more about our values and what it’s like to be a member of our team on our website or by following us on Instagram @Worksighted.
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What We Do
Worksighted provides responsive, innovative, and strategic IT services to businesses seeking a valuable IT partner. Since 2000, the Holland-based firm has supported organizations throughout Michigan with the technology and strategy they need to grow. Find more at worksighted.com.
