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Technical Support Coordinator
Ref No.: 18-18360
Location: Hanover Park, Illinois
As a Project Coordinator, you will get the SOW and the requirements, and reach out to the appropriate techs to make sure they have the needed skills, have instructions, etc. You will confirm with the Tech they are available, handle escalations if they don't finish the assessment and log the information. It is VERY fast paced environment, and need someone who can think on their feet.
Client is looking for talented individuals who are passionate about emerging technologies and excited about the opportunity to work for industry-leading organizations!

What you'll do at Client:

• 85% phone work: out & in-bound
• 10% reporting
• 5% data integrity audits
• Perform technician screenings
• (Capability assessment to ensure tech has the necessary experience to perform project work)
• Send technician welcome email w/field procedures, instructions, etc.
• Perform T-3 technician confirmation call (To ensure tech is still available for assignment)
• Perform T-24hr technician confirmation call (To ensure tech is still available for assignment)
• Perform T-0 technician same-day confirmation call (To ensure tech is still available for assignment, has field procedures, address, point of contact, and to
Answer any questions)
• Perform technician Over-duration call (Each project has a planned duration the tech is expected to complete the work w/in that timeframe;
However, if the tech goes over that time, ICC contacts the tech to identify root cause)
• Perform Site-Readiness call (Ensure site knows about & is ready for the technician's arrival: Hardware Delivered, etc.)
• Partner Escalations occur when a tech is late, cancelled, unable to reach tech, on-site issues
• Perform Check-Out includes Processing deliverables & tech rating
• Data Entry of all actions/notes/etc. using clear, concise language
• Various excel reporting (shift hand-off report, project check-in notification, weekly hours report, daily unconfirmed report, escalations: late tech and cancellation/ no-show tech, DNU tech, outstanding deliverables, partner performance report, etc.)
• Communicates with/Escalates to PCs & PMs when any issue or potential issue occurs
• Monitors email communications from Technicians, PMs, PCs, Partners, Scheduling
• Actions E-mails in all Email boxes
• Actively hands-off & updates the next shift
• Proactively communicates w/PC when FR's project process is not clear, not written clear, missing instructions, etc.
• Logs all Daily incidents
• Answers tech questions while tech is on-site
• Understands all processes, procedures and location of tools such as the SOP, templates, Wikis, etc.
• Proactively notifies the PC/PM if anything on-site or in the tools seems incorrect or is not working properly
• Watch for call volume spikes & organize your day, breaks/lunch, around call spikes
• Stay in Phone Queue & Team Chat at all times unless directed otherwise
• Update Department White Board w/applicable numbers (outstanding outbound calls, total calls made, etc.)

• What you'll need to join Client:
• Strong Follow-up; understands task ownership and completion – overcome obstacles
• Understands priorities & how to re-prioritize tasks Daily
• Perform self & team audits
• Various excel reporting
• Energetic, eager, and a passion for his/her job
• Team player, positive attitude under pressure, Builds relationships
• Excellent written & oral communicator
• Previous experience supporting professional service projects/dispatcher
• Motivated to work on many projects w/different expectations daily
• Strong Multitasking skills & fast learner
• Interested in bringing ideas to the table to improve the current processes
• Well versed in SharePoint & data entry
• Dispatch experience preferred
• Knowledge of Office suite required (Excel, Outlook)
• Willingness & ability to follow precise directions, ability to change focus when necessary, strong customer service background
• Strong accuracy required w/data input
• Ability to work well with team, partners, project coordinators & project managers
• Basic Technical knowledge and call center experience
• Previous team lead/leadership experience is a bonus
• Previous phone support preferred
• Willingness to grow and increase knowledge regularly: (reduce weakness/increase strengths)

• Breaks: 2 – 15 min breaks & 1- 30 min lunch