IT Customer Service Coordinator

Hours:  8:30-5:00 / M-F / Remote

Summary of Position:

Provide technical, installation and administrative assistance related to internal & external communications, vendor management, and store system setup to ensure that all scopes of work are completed on time and in full. The coordinator acts as the key contact for all aspects of various Field Services programs for both banners. Supports the Company’s growth initiatives such as New Stores, Store Renovations and other special projects that require IT Field Service Providers.

Principal Duties and Responsibilities:

• Ensure equipment is shipped, delivered & retrieved in a timely manner
• Assist with equipment installations, de-installations, testing and equipment returns
• Verify equipment functionality and, if necessary, determine the course of action for problem resolution by performing additional troubleshooting, on all hardware and / or software issues reported.  To include ordering additional equipment, and / or escalating issue appropriately
• Monitors various vendors to maintain service quality and ensure revisits are complete
• Maintain communications & escalations to vendors and various levels of management to replace and retrieve POS equipment
• Research missing equipment utilizing all resources available such as field personnel, vendors and shipment couriers to minimize the loss of equipment
• Act as liaison to internal customers and various vendors to maintain service quality including revisits to solve issue

Finances

• Create purchase request and change orders
• Create inventory picks
• Reconcile outstanding returns

Administrative

• Prepare & distribute various daily, weekly & monthly reports
• Setup stores in various systems to support new company growth and / or technology refresh
• Communicate inventory level changes to Field Service Management in a timely manner
• Supports the team by performing administrative activities related to internal & external communications such as email and phone calls
• Perform standard workflow activities including entering data into various systems to maintain accuracy and data integrity
• Assist with scheduling meetings, as well as documenting and publishing meeting notes

Minimum Requirements / Qualifications:

• 2+ years of prior IT and/or Help Desk experience
• Proficient in MS Office Applications
• Excellent oral and written communications
• High attention to Detail
• Team player with excellent collaboration
• Self-starter with sense of urgency
• Enjoys fast paced environments
• Ability to multi task