Client Services Coordinator - Jobs in Vancouver, BC

Job Description

About BMC NetworksBMC Networks is an award-winning managed IT services provider that provides forward-thinking technology solutions for professional services businesses, primarily law firms. We are in downtown Vancouver, BC and serve clients across Canada. We offer a comprehensive and generous benefits package, and a collaborative and diverse team culture that centers around our core values of Service, Professionalism, Unity, Integrity and Fun. Our vision is to become the preeminent legal IT provider in Canada, by helping our clients be more productive and competitive, and enabling them with Microsofts fast-developing cloud technology. If youd like to learn more about our company, please check out our website www.bmcnetworks.ca or ask one of our team members for more information.Job DescriptionJob Title: Client Services CoordinatorDepartment: Support ServicesReports to: Director, Support ServicesSummary:BMC is looking for a Client Services Coordinator to join our Support Services team. This role is responsible for ensuring that the technical team is logging, analyzing, tracking, and resolving all incoming customer support requests through effective decision making and problem solving. The Client Services Coordinator will coordinate the daily activities and schedules of the technicians, assuring adherence to BMC’s ticket procedures. They must ensure that the technical team meets or exceeds company defined service level agreements. This is a role of significant importance to BMC’s customer experience, and as such, the Client Services Coordinator is expected to present himself/herself in an extremely professional, competent manner at all times, and to communicate effectively with our clients and staff.This is a salaried position with a performance incentive and access to a comprehensive benefits package (detailed below) upon completion of the three-month probationary period.Key Accountabilities:Customer Service

• Triage and dispatch all support requests from clients according to company and/or client Service Level Agreements and track them to completion while providing an extremely high level of customer service.
• Monitor open requests, facilitate escalations, and manage priorities for technical staff.
• Answer incoming client calls and emails, and log tickets accordingly

Communication

• Communicate with clients to ensure they are aware of the status of their requests, and that they are completed to their satisfaction.
• Communicate with the Director, Support Services on service-related issues, incidents which are breaching SLAs or falling outside of acceptable parameters.
• Weekly review of stale open tickets with technical team members and the management of their queues.

Documentation

• Ensure information on all service requests is entered into the problem tracking system, including request details, time entries, internal notes, and resolution.
• Ensure Technical team members maintain client documentation.

Technical Productivity

• Periodically provide Tier 1 technical support, and achieve company defined objectives for utilization while maintaining high levels of customer service.

As with any position with BMC Networks, the Client Services Coordinator is responsible for adhering to company policies and procedures and may also have other duties assigned as necessary.Requirements:

• Outstanding interpersonal and communication skills in English
• Enthusiasm for providing unmatched customer service
• Strong decision making and problem-solving skills
• Ability to assign tickets to the appropriate tier for effective resolution
• Ability to coordinate staff and delegate tasks
• Presents himself/herself in a highly professional, competent manner
• Ability to work calmly under pressure
• Ability to multitask and prioritize
• Extremely strong organizational and time management skills
• Ability to work independently and within a team environment
• Fanatical attention to detail
• Experience using BrightGauge and developing dashboards and reports with BrightGauge
• Use of an ITSM tool in a previous role

Assets:

• Experience in:
• ConnectWise Manage and Automate
• ITIL
• ITGlue

• Installation, configuration, and troubleshooting of Microsoft desktop operating systems and Microsoft Office applications
• Troubleshooting and removal of viruses and spyware

Salary:

• $45,000 - $55,000 per year

Benefits (upon completion of probationary period):

• Company events
• Extended Health Care
• Dental Care
• Short-term and long-term disability insurance
• Life insurance
• Employee assistance program
• Paid time off
• Health and wellness benefit
• Birthday Benefit
• Cell phone allowance
• Profit sharing opportunities

COVID-19 Considerations:All new hires must provide Proof of COVID-19 Vaccination prior to their start with BMC. All staff and visitors in the office wear masks in common spaces and within 6 feet of another person. Common surfaces are sanitized regularly.Remote Work:No. This role is 100% working in the BMC office.We thank all applicants for their interest. Note that only applicants who have been short-listed will be contacted for an interview.Job Type: Full-timeQuick Apply

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