Service Coordinator

Take the next step in your career as a Service Coordinator with a supportive team, room for career growth, and comprehensive benefits!

Ashton Solutions is a fast-growing MSP (tech support company) servicing businesses across the Northeastern Ohio Region. We are looking for a Service Coordinator to become a part of our collaborative team. You’ll ensure that service requests received are dispatched, scheduled and followed up on in a manner that adheres to Ashton Solutions’ industry-leading SLA and service delivery standards. This is an on-site role in Beachwood, Ohio.

We'll Provide:

• Retirement plan, health insurance benefits, paid time off
• Friendly, people-focused management and technical mentors
• Strong core values within a tight-knit team
• Salary of $45,000-55,000 based on experience
• Schedule of 7:30am-5:30pm

What You’ll Do:

• Manage system monitor alerts and end-user service requests to ensure courteous, timely, and effective resolution of service issues, according to respective Service Level Agreements (SLA)
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Build rapport and elicit problem details from help desk customers
• Identify priority and urgency of issues and ensure they are addressed by the service team accordingly
• Assist with managing engineering staff schedules for maximum utilization and efficiency
• Assist with the coordination for setup and installation of new and existing equipment, hardware, and software upgrades.
• Facilitate service request handling and escalation policies and procedures.

Skills You’ll Need:

• Strong interpersonal skills, positive mentality, and ability to change tasks rapidly—as a service business, we expect the unexpected to disrupt our plans
• Confidence and commitment to top-tier customer service in a fast-paced environment
• Ability to stay organized and follow tasks through to completion with accuracy
• Willingness and ability to learn new applications and skills
• Office 365 experience
• Knowledge of basic computer use, including PCs, printers, and network components
• Ability to present ideas in user-friendly language to non-technical staff and end users
• Familiarity with Managed Service Provider (MSP) software tools such as HaloPSA, ConnectWise, etc. is a plus

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