Administrative Assistant

We use the term Administrative Assistant externally, but internally, the title is Service/Project Coordinator.

If you are an experienced Service/Project Coordinator who is ready to work at a company that is growing with exciting new technologies and opportunities, then we need you to apply.

Position Summary

The Service/Project Coordinator is responsible for providing outstanding customer service, quality control and attaining maximum utilization of internal and field technical resources through prioritizing service calls and managing the escalation process. The Service/Project Coordinator is also responsible for providing first line support for incoming service requests.

This role will assist in servicing a variety of clients and working with executives, business owners, managers, end users, and internal staff. You must demonstrate superior communication and organization skills to respond to diverse and sometimes urgent needs.

Duties and responsibilities

Client Services

• Provide first level phone support by gathering incident information from the client and documenting it in new tickets. Resolve these issues when possible.
• Understand client expectation when creating or triaging a new service request. Ensure this expectation is communicated within the ticket and the assigned engineer understands this expectation.
• Proactively communicate with clients as required, by keeping them informed of incident progress, notifying them of impending changes or agreed outages

Scheduling and Ticket Management

• Schedule technical resources
• Ensure maximum utilization of billable resources.
• Schedule and escalate tickets to meet service level agreements and client expectation
• Push for resolutions on all tickets
• Ensure all tickets past due have an active resolution plan
• Monitor key service department metrics and take appropriate actions when we are out of compliance

Projects

• Attend Project Planning Meetings to fully understand timeline and scope of project and ensure proper scheduling.
• Create project ticket detailing all the steps for the project
• Work with Sales and Project Lead to assign resources on project tickets
• Ensure technicians have all parts and software licenses before and during a project

Sales

• Work with Sales to assign resources for presales engineering
• Assist Sales with assigned tickets and quotes

Additional Responsibilities

• Act as TekaByte Shipping and Receiving Department
• Process all RMA’s
• Produce all Technology Business Review Reports for Sales team
• Improve usage and increase productivity of IT support resources

Minimum Requirements

• High school diploma or equivalent
• 2 years of service or project coordinator experience
• Excellent customer service skills
• Interpersonal skills: such as telephone skills, communication skills, active listening and customer-care
• Technical awareness: ability to match resources to technical issues appropriately
• Typing skills to ensure quick and accurate entry of service request details
• Ability to multi-task and adapt to changes quickly
• Ability to meet deadlines
• High degree of accuracy and a strong attention to detail
• Self-motivated with the ability to work in a fast moving environment
• Proficiency in Microsoft Office suite (Excel a must)
• Valid driver’s license
• Reliable, insured vehicle

Benefits and Perks

• Health and dental insurance
• Company matched IRA
• Paid time off, including sick time and paid holidays
• Company provided snacks and drinks
• Company sponsored outings

Job Type: Full-time

Pay: $35,000.00 - $45,000.00 per year

Benefits:

• Health insurance
• Paid time off
• Retirement plan

People with a criminal record are encouraged to apply

Experience:

• Microsoft Excel: 2 years (Required)

Ability to Commute:

• Danville, VA 24540 (Required)

Ability to Relocate:

• Danville, VA 24540: Relocate before starting work (Required)

Work Location: In person