Position: TRC Service Coordinator
Location: Remote
Type: Full-Time, Morning Shift (8 AM - 5 PM Eastern)
About Us:
Here at Progent Corp, excellence meets affordability in the world of consulting services. Our elite team of consultants deliver unparalleled network integration and security solutions to a diverse clientele across the United States and beyond. With precision and expertise, we meticulously plan and implement cutting-edge systems tailored to the unique needs of each business we serve. From high-priority urgent requests to steadfast ongoing support, we are the trusted partners for businesses who outsource their IT needs. Currently, we are looking for a Technical Response Service Coordinator to join our team.
The TRC Service Coordinator will work closely with other members of the TRC team to create, resource, follow up on, and assign technical resource tickets from our customers. The focus of the work will be on Progent’s clients, our Co-Managed customers, and MSP boards.
Key Responsibilities:
- Collaborate with the pooled team of engineers to answer questions and escalate issues as needed.
- Participate in the weekend Extended Hours Program coverage team as assigned by the manager.
- Log into the TRC phone queue daily and answer phone calls from both internal and external customers.
- Create tickets from phone calls and resource those tickets to Progent engineers.
- Attend daily TRC meetings and provide updates on tickets and issues.
- Cover all boards and phones when other TRC Support Specialists are on vacation or out due to other needs.
- Resource all tickets to the team in rotation as needed and assist clients if no resource is available within the required SLA timeframe.
- Work closely with the pooled team of engineers to answer questions and escalate issues as needed.
- Work hours will be 8 AM to 5 PM Eastern, Monday – Friday with slight coverage changes if needed.
Soft Skills:
- Excellent communication and interpersonal skills.
- Strong customer service orientation.
- Ability to prioritize tasks and manage time effectively.
- Great attention to detail.
- Excellent organizational and coordination abilities.
- Ability to work independently and as part of a team.
- Demonstrated ability to operate effectively in a virtual office environment, providing consistent follow-through and utilizing remote access and wireless connectivity technology.
- Strong verbal and written communication skills.
- Accustomed to working in a team environment.
- Demonstrated dedication and commitment to providing continuous operations.
- Works independently and demonstrates a strong sense of ownership and initiative.
Experience:
- Proven experience in a similar role (IT service desk, coordinator) (preferred).
- Experience with ticketing systems (e.g., ConnectWise Manage) (a plus).
Interested candidates are encouraged to apply by submitting their resume detailing their qualifications and experience relevant to this role.
Progent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Type: Full-time
Pay: $38,000.00 - $44,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Schedule:
- Day shift
- Monday to Friday
Experience:
- service desk: 2 years (Required)
Work Location: Remote