Service Support Coordinator

Wanted: A service support coordinator, with an aptitude for technology.

Do you love solving technical problems? Do you have a knack for communicating with customers and providing a great experience?

We’re currently looking for a special person to join our services and maintenance team to manage service calls and Level 1 diagnosis and support. Ideally we’re looking for someone who can drive the case life cycle from ticket opening to closure that has a knack for details and can anticipate customer needs. 

We believe this person will have a bit of experience in an IT service desk environment and be familiar with ITIL processes, with exposure to IT Service Management (ITSM) tools.

This is a newly established role that will be instrumental in helping us bring our third party maintenance (TPM) operations in-house. You will be a key member of a 3-person services and maintenance team, tasked with tackling the challenge of building a high-performing internal operations model and support services.

You will be answering customer support calls and emails while resolving any issues in a help desk capacity. In addition to support services, you’ll also be working with contractors to ensure we’re operating with Reliant quality.

If you like challenges, this will be a good one.

There is a lot of information to learn around the products and services we sell so you’ll have to be a super quick study.

You’ll have to learn or know a lot of information (quickly) to be successful:

• Our market, our customer and our products (data center services and hardware)
• IT services best practices & techniques that yield results
• Knowledge-Centered Service management 
• Level 1 technical diagnosis and support
• Log service requests in our internal ITSM tool with the all needed information
• Escalate cases to the support team, technical experts or partners for analysis and support
• Inform customers of case progress, impending changes or delays
• Coordinate spare parts dispatch with the logistics team
• Monitor dashboards, follow up on pending cases and clear backlogs

We’re growing fast, and need someone who can add value and be a positive force for our team and culture. If you get overwhelmed and are easily frazzled, this is not a position for you. We wish it could support all personality types, but it can’t. You have to have the chops and will to succeed, it will take a lot of work.

You’ll have the opportunity to work from our campus on the Westside of Atlanta (near Howell Mill and Chattahoochee) in Alton Brown’s former production studio. Our office reopened in July and we're taking all necessary precautions to keep our folks safe when returning to work.

Salary is dependent on experience. We firmly believe that one great mind is better than one hundred mediocre ones, so we’re happy to pay the best rates for the best people.

• A team player, willing to help, listen, pitch-in, encourage, support and get stuff done
• Analytical with the ability to understand ticket trends and processes
• Communicating complex subjects in a way that’s easy to understand
• Have a passion for supporting customers
• You love learning and apply new things in simple, practical ways
• Adept at learning new products and services 
• Work well with logistics, partners and contractors
• You are highly resourceful and organized
• Flexibility to work both in and out of normal business hours 
• You have a high stress tolerance
• Super trustworthy
• Friendly

A bit about us: 

• We are all about creating value, service people and growing our team.
• We help IT people save time and money 
• 30 people strong and 13 years in business
• We have 2,500 customers in all sorts of verticals
• We sell server, storage and network hardware & maintenance (in data centers)

We’d love to hear from you. Please send us your resume and be sure to tell us what interests you about the position and what makes you a good fit.