MIS Solutions is a leading Managed IT Services firm specializing in providing comprehensive technology solutions to businesses of all sizes. With a proven track record dating back to 1995 of excellence and a commitment to innovation, we help our clients streamline their IT operations, improve efficiency, and drive business growth. Join our dynamic team and be a part of a company that's shaping the future of IT services.

Job Title: Support Coordinator

Location: Suwanee, GA

Reports to: Operation Manager

The role of a Support Coordinator (SC) within a Service Response Team (SRT) is to provide an interface between our Principal Consultants (account managers), the clients, and the support staff. Essentially, they are the "glue" on the team that helps ensure that everyone is in step.

Essential Duties and Responsibilities

• Serve as first point of contact for help desk calls and service requests
• Ensure service standards and policies are being used on each ticket
• Think critically to assign inbound tickets to the best team or person for that issue
• Proactively communicate with team members and clients to steer issues toward resolution
• Document all customer communication in ticketing system with a high level of accuracy and detail
• Review service boards consistently throughout the day to ensure tickets are resolved in a timely manner
• Review tickets from the previous day to check for errors or missed information
• Work closely with the Service Manager and Escalation Team to ensure tickets are being assigned properly, handling special situations and escalating issues when appropriate
• Ensure that orders are ready and staged for upcoming installs
• Quality of Service monitoring to ensure client satisfaction and identify training opportunities for support team members
• Recognize trends and reoccurring issues, report findings to team members to help avoid “band-aid” fixes or redundant troubleshooting
• Daily review of boards to ensure all tickets are investigated and resolved, guaranteeing that ongoing communication is provided to clients as necessary

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Must Have Skills

• Associate degree in related field, or equivalent experience
• 1-3 years of industry experience or related customer service experience required
• A+ certification or equivalent technical knowledge is preferred
• Previous administrative experience preferred
• Excellent customer service and problem-solving skills
• Demonstrated success with multi-tasking and the ability to adapt to an ever-changing environment while maintaining focus on priorities
• Ability to proactively anticipate needs and prioritize action steps
• Proficient with, or able to quickly become proficient with, a range of general and specialized software used in the organization and the industry
• Excellent oral and written communication skills
• Strong organization skills and acute attention to detail
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Why Work With Us?

• Competitive salary and commission structure
• Health, dental, and vision insurance
• Retirement savings plan
• Company-paid Life/AD&D
• Performance-based service metrics
• Paid holidays
• 16 days PTO first year, expanded plan afterwards
• Incentive Plan for Employee and Client Referrals
• Complimentary gym membership within walking distance of our office
• Ongoing training and professional development opportunities
• Collaborative and dynamic work environment with best-in-class team members
• Opportunity for career advancement within an established company founded in 1995 that continues to grow
• Unparalleled company culture – go ahead and follow us on LinkedIn to see how we walk our talk and provide our associates a truly unique environment to Grow, Lead, Serve, and Do!