Operations Coordinator at GadellNet… · Indianapo…

Summary: GadellNet Consulting Services is a rapidly growing IT company based in the Midwest, providing technology solutions to hundreds of businesses across various markets. They are seeking an Operations Coordinator to deliver outstanding customer service and ensure quality and timely service is provided to clients. Responsibilities: - Be the voice of GadellNet. Provide professional, courteous, and accurate communication to all our customers - Collaborate and build relationships with coordination team members, engineers, account managers and other GadellNet employees in a professional manner - Prioritize level of escalation for all tickets - Enforce request handling and escalation policies and procedures - Maintain vigilance for tickets that represent duplicate issues or requests related to the same user - Maintain a vigilance for identifying and seeking billable/security approval when needed - Manage and Schedule tickets to engineers through ConnectWise - Coordinate GadellNet’s resources to ensure maximum utilization of billable resources - Help clients with some low impact technical issues remotely. Ex. Quickpass password resets, Monitor issues, rebooting issues etc Required Qualifications: - 1-2 years in a Customer Service role - Experience with incident response including customer service and communication - Ability to navigate and understand MS Office products/terminology - Ability to understand terms in technology and how they can impact our client's business operations - Excellent communication skills, both written and verbal - Ability to multi-task in a fast-paced environment - Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills - Experience and knowledge with Office products such as Outlook, Word, PowerPoint, etc - Understanding of technology and how to solve basic computer/display issues - Ability to present ideas in a user-friendly, business-friendly manner - Proven analytical and problem-solving skills - Experience working in a team-oriented, collaborative environment Preferred Qualifications: - 1+ years ConnectWise or other PSA Experience preferred Required Skills: Customer service, Incident response, ConnectWise, PSA software, Microsoft Office, VPN, Server technology, ISP technology, Basic computer troubleshooting, Analytical skills Benefits: Health, vision, and dental insurance., Paid time off, including parental leave and volunteer time., Flexible work environment., Access to mental health services., Employee matching donation program., 401k and employer matching.