Aunalytics Job Opening

Service Desk Coordinator


Location: Prefer candidates within 30 miles of an Aunalytics office (South Bend, IN / Traverse City, MI / Kalamazoo, MI / Bellefontaine, OH).
Type: Full-Time

Position Overview

As a Service Desk Coordinator, you will be the first point of contact for our clients calling in for technical support. You will quickly and efficiently assess the client’s needs, providing appropriate resolutions when possible or routing callers to the appropriate technician who can best solve their problem.

Essential Duties and Responsibilities

  • Serve as the first point of contact for clients seeking support
  • Triage inbound support calls via phone, email, and web platform
  • Create and filter tickets for successful handoff to support technicians/engineers
  • Gather related information from clients to better classify tickets such as effected users, sites, services, applications, systems, etc.
  • Track and assist the support teams in maintaining service level agreements (SLA’s), such as time, to engage with technical resources
  • Track progress of tickets between service delivery teams to ensure quality and timely follow-up
  • Follow up with clients via phone or email to confirm their issues were resolved
  • Track the success and improvement areas of the service delivery team to improve
  • Perform quick service tasks with appropriate training (such as password resets or filtering rule changes) (<5 minute requests)

Preferred Skills

  • Previous experience in a technical role preferred, but not required
  • Tech savvy with an ability to quickly learn new technical concepts and skills
  • Strong customer service and troubleshooting skills
  • Must be able to communicate effectively, both verbal and written, with a broad range of individuals at all levels.
  • Resourceful in getting things done, self-starter, productive working independently or collaboratively – ours is a fast-pace entrepreneurial environment with performance expectations and deadlines
  • Inquisitiveness and an eagerness to learn new technologies and apply concepts to real world problems

What's In It For You?

  • Opportunity to work with a rapidly expanding tech company alongside some of the brightest minds in the industry
  • Opportunity to work with cutting-edge technology in a casual, fun environment
  • Opportunity to be a part of a local company committed to making a difference in our community
  • Competitive salary and benefits package including health, vision, dental and life insurance and 401(k) plan

To apply for this job, email your resume and cover letter to careers@aunalytics.com.