Hi, We're SugarShot. We're an open rebellion against the IT grain. We do Technology. Differently. Come join us! SugarShot is an information technology company with practice areas in Cybersecurity, IT Support and Professional Services. We are growing quickly, been honored on the Inc. 5000 3 years in a row, and have excellent opportunities for great people who are looking to make a real difference in the market place. Our name is unique, because our story is unique, and so is our future. Come join us! In addition to great pay and benefits, we offer flexible work schedule, super cool, tech company environment, continuing education and mentoring, comprehensive health benefits, 401K, profit sharing, lots of free lunches and occasional video games in the late afternoons.

SERVICE COORDINATOR

Overview

A Service Coordinator (“SC”) at SugarShot is a key player on our team. This role is a quarterback in that the SC is responsible for tracking and triaging support tickets. An SC will handle scheduling resources, as well as coordinating administrative tasks for management. An SC at SugarShot has experience in a professional office atmosphere (albeit virtually these days), proficient phone etiquette, positive demeanor, and strong customer service skills. There is a heavy customer service basis, as the Service Coordinator is often the initial contact, so having good people skills is a must. SC's are part of the Service Delivery team and report to the Service Manager in the Operations Department. The SC works with and interfaces with all Service Team members and SugarShot's clients on a daily basis.

You Will Be Successful In This Role If…

• You have strong roots in Client Experience First heavy industries (e.g. hospitality, amusement parks)
• You are highly detail oriented and care deeply about quality workmanship
• You have excellent, thorough and methodical problem-solving skills and you enjoy not having loose ends
• You are driven to do a great job and get tremendous sense of accomplishment from “doing things right”
• You are good at building, maintaining, and strengthening personal relationships
• You are skilled at building rapport with strangers both over the phone and electronically
• You have strong teamwork skills and know how to work with a team for mutual for success
• You are highly knowledgeable about SugarShot's products, services, and capabilities
• You can successfully manage your time and focus in a dynamic environment
• You are able to synthesize information, identify a person's needs, and communicate effectively to clients as well as team members
• You have the ability to perform two or more tasks simultaneously
• You have the ability to work well under deadlines

Responsibilities

• Front line customer experience
• Dispatch/heavy phones
• Create support tickets
• Conduct account research
• Create and maintain various reports
• Handle basic office tasks
• Scheduling support staff
• Adjusting resources as needed
• Properly triage support tickets
• Manage self-accountability to defined SC KPIs
• Assist with Project Coordination, as needed
• Various tasks as requested by management

Key Performance Indicators (KPIs)

• Ticket time in Triage or Dispatch status
• Ticket time in Needs Attention queue
• Ticket post-processing performance
• Ticket time budget performance
• Daily ticket communication

Requirements

• 4+ years of customer service experience

• 3 recommendations from previous or current supervisors/managers

Career Path

• Service Technician, Project Coordinator --> Project Manager, Service Manager, or Client Success Manager

Employment Type

• Full-time employee

Location

• Remote
• Shift will be 9AM-6PM Pacific
• Prefer someone in Pacific, Alaska, or Hawaii time zones

Benefits

• Location adjusted pay

• Remote work

• Fantastic working environment

• Health insurance

• Dental insurance

• Vision insurance

• Life insurance

• Flexible Spending Account

• Health Savings Account

• 401K

• Costco Membership

• Corporate discounts

• Monthly company events

• Monthly Lunch & Learn program

• Continuing Education program

• Accrued PTO

• Sick days

• Monthly sabbatical day

• Company provided computer and accessories

• VR