IT Success Coordinator
Remote | New Orleans, LA
About BIOS Technologies
BIOS Technologies is an established and proven Technology Solutions company with a 20-year track record of partnering with fast-growing and forward-thinking businesses to envision what is coming next and determine the best technology plan and support system. We empower businesses by building tailored technology strategies to connect people, reduce friction, and create new possibilities. The BIOS Technologies team finds joy in helping others use technology to transform their business.
Learn more about our company and culture at www.BiosITGroup.com
About the role
BIOS Technologies is seeking a motivated IT Success Coordinator to play an integral part in the delivery of an exceptional service experience to our client base.
The qualified applicant should have the ability to manage multiple tasks in a fast-paced environment while interacting professionally with clients and team members. The IT Success Coordinator is the first point of contact for client service requests and is vitally important in ensuring that issues are addressed in a timely manner by the right resources. Coordinating schedules, prioritizing tasks, clear and timely client and internal communication, and constant monitoring of KPIs (Key Performance Indicators) are critical components of the role. Successful IT Success Coordinators are process-oriented and thrive on teamwork.
Act as the primary client point of contact for IT support requests
Field incoming phone call and e-mail requests
Perform initial service request triage and assign priorities
Scheduling of both remote and on-site client service
Continuous monitoring of service boards and views to manage compliance with service desk process
Coordination of all IT support teams to ensure maximum utilization of resources
Resolving scheduling conflicts and other customer service issues
Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed maintenance windows
Minimum 3 years customer service or support related experience
Excellent verbal and written communication skills including active listening, and client-care skills
Ability to work under pressure and multi-task
Process-driven with a strong desire to manage KPIs toward targets
Dispatching experience preferred
Ability to interact effectively and professionally, provide exceptional service, internally and externally at all times
Strong computer systems knowledge including experience with core database systems and Microsoft 365
Positive attitude and desire to be part of a winning team
Bonus points for:
Familiarity with Kaseya BMS, and IT Glue
Experience at a high-growth technology company
Experience in delivering high quality and innovative solutions
How we will take care of you
Everyone at BIOS Technologies is a valued team member, and we always strive to live up to our daily commitment Take Care of Each Other. Our compensation and benefits package includes:
Benefits – Employees are eligible for Medical/Dental coverage starting on day one.
Retirement - 401k with employer match
Generous PTO – Minimum 15 PTO days
Opportunity – Professional development, and employee recognition
Work Environment – Work anywhere with remote work and flexible scheduling
Team Structure – Small agile teams allowing more impact and influence, with clear sight-lines to company leadership
Our Daily Commitment:
Take care of each other
See people as people
Work with passion and curiosity
Get better every day
Commit to the mission
BIOS Technologies is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, pregnancy status, marital status, military or protected veteran status, genetics, or any other characteristic protected by law. This position is not restricted solely to the responsibilities listed above and the scope and responsibilities are subject to change. A pre-employment background check is required as a condition of employment.
GROW PERSONALLY AND PROFESSIONALLY
Join our team of technology professionals & enthusiasts, and take your career to new heights!
BIOS Technologies is an established and proven Technology Solutions company with a 20 year track record of excellent customer service and extremely valuable tech leadership.