Support Coordinator - Vancouver, Canada - Sea to Sky Network Solutions

Sea to Sky Network Solutions

Verified Company

Vancouver, Canada

1 day ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About Us

Sea to Sky is a leading Managed Service Provider based in Vancouver, working with a cross section of businesses, municipalities, and organizations across British Columbia.

We have an opportunity for a new Support Coordinator to join our team We're looking for someone who has a customer first attitude and understands the urgency of requests, and is looking to gain a high level of exposure on a broad variety of tasks and projects.

We are a small team of fantastic people, providing the best IT support possible to the best customers in the city (and beyond).

We work hard, we have fun, and we're growing - so we want to meet you

The Role

The
Support
Coordinator** position is responsible for working with customers and internal staff to ensure our service delivery is best in class.

You are a customer service Jedi, who excels at organization and multi-tasking. Your attention to detail is legendary, and your time management skills are top notch. Creating tickets while answering phone calls, triaging incoming requests, dispatching service and scheduling work are primary responsibilities. Additionally, acting as the liaison between customers, internal resources, management, and outside vendors.

This role is primarily focused on customer service and it's not a technical role; however, experience in technical services, and an understanding of the requirements and terminology surrounding IT delivery in an SMB environment would be a major asset.

This is an in-office position in Vancouver Our team typically works Monday to Friday with flexible start times.

Responsibilities:

Update tickets, liaise with technical staff
Verbally communicate with clients and staff when a ticket is critical or high in priority, with set expectations matching our SLA
Coordinate technician's schedules for both remote work and onsite work
Prioritize incoming requests based on customer business impact
Interface with internal service team to direct service requests to appropriate resources
Manage timelines and deadlines for SLA compliance on service requests
Escalate requests as needed

Skills:

Basic technical understanding, with industry experience preferred (this is not a technical service role, however ITIL knowledge would be valuable)
Ability to handle stress and stay calm when dealing with stressed out customers and team members
Selfmotivated and selfdirected actively looking to find improvements
Looking to bring value and help grow our team

Why work with us?
At Sea to Sky, we firmly believe our employees are our biggest asset. We value contribution and want to ensure a real work-life balance.

We're also a certified Living Wage BC employer - meaning every Sea to Sky employee is paid at least a minimum salary that allows them to support a family.

Some of the perks of working here include:

An internal peer recognition program
award your colleagues for work well done, and be rewarded in return
Vacation time + sick days
Full medical and dental benefits, including 100% prescription drug coverage
RRSP contribution matching
Annual costofliving salary adjustment, pegged to inflation
Team lunch every Friday a constant mix of different restaurants
An iPhone for business & personal use
Casual dress code + optional branded shirts/jackets supplied
Fully stocked beer fridge with local craft brews, plus a keg on tap in our office bar
Kitchen stocked with premium coffee, premium espresso machine, pop, and a variety of snacks
Your choice of cake on your birthday
Reimbursement for training and certification courses taken
Paid employee referral bonuses
And more