Note: Even though this is a full-time remote position, Stimulus Technologies requires that you reside in the states that we service. (Nevada and New Mexico). This is due to insurance and human resource reasons.
Friendly ISP Service Coordinators Wanted!
Stimulus Technologies is a turn-key technology company offering a range of services including Managed IT services and wireless Internet services through Stimulus Broadband. You will be working for Stimulus Broadband as an ISP Service Coordinator. An ISP Service Coordinator will work with direction to ensure the high quality of customer service. The goal is to maximize customer commitment and the prosperity of business by producing results in a timely manner.
This position is currently a fully remote position. As this is a fully remote position, the employee needs to provide a good remote working environment, including a reliable high-speed internet connection. Stimulus Technologies will provide all other necessary computer equipment for job duties.
COVID-19 Notice
Stimulus Technologies primarily provides remote work opportunities to its employees. Currently, this opportunity is primarily a work remotely position. Stimulus provides the necessary PPE to keep its employees safe and healthy. As a government contractor, onsite employees of Stimulus Technologies will need to be vaccinated as required.
General Summary
The ISP Service Coordinator is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. Perform service request intake from clients; assign and dispatch service technicians for remote or onsite service according to urgency. Strong client relations are a must.
Position Responsibilities
Act as the single point of contact to the client for all types of service requests
Coordination of all ISP support groups to ensure maximum utilization of resources
Pre-process service requests as they arrive through email, manual entry, or direct client input
Manage service tickets by clear information and assigning appropriate resource
Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Improve client service, perception, and satisfaction
Fast turnaround of client requests
Ability to work in a team and communicate effectively
Improve usage and increase productivity of ISP support resources
Escalate service requests as necessary
Understand processes by completing assigned training materials and blueprints
Enter all work as service tickets with detail descriptions and notes
Knowledge, Skills, and Abilities
Basic computer and operating system knowledge
Interpersonal skills: such as telephony skills, communication skills, active listening and client-care
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organization’s key ISP services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide ISP services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast-moving environment
Credentials and Experience
Previous Client Service or phone related skills; familiarity with Internet Service Providers support terminology concepts.
Benefits
Stimulus Technologies offers competitive pay and benefits that include paid time off, employer paid health insurance, 401k match, and optional dental, vision, and supplemental benefits. Stimulus offers training and reimbursement for certifications and training in IT related fields.
COVID-19 Notice
Stimulus Technologies primarily provides remote work opportunities to its employees. Currently, this opportunity is primarily a work remotely position. Stimulus provides the necessary PPE to keep its employees safe and healthy. As a government contractor, onsite employees of Stimulus Technologies will need to be vaccinated as required.
