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Client Services Coordinator – for an AWS MSP – (remote working inside the EU)

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JOB DESCRIPTION:

The TerraAlto Service Desk is the single point of contact for all TerraAlto Consulting and Managed Service Clients. The Service Desk Manager will be responsible for ensuring that queries, requests, changes, incidents, and other issues reported by our clients to the TerraAlto Service Desk are handled professionally and dealt with by our team of engineers in an effective, timely, and professional manner.

You will work as part of a team that designs, implements, and provides high-level support for infrastructure services and complex application stacks within Amazon Web Services [AWS]. Visits to Europe-wide customer sites may be required.

About TerraAlto;
TerraAlto, a PFH Technology Group company, is an AWS Advanced Consulting and MSP Partner with an AWS DevOps Competency, which helps organizations build and manage advanced solutions utilizing AWS services for big data, IoT, and enterprise data platforms. With extensive experience in delivering greenfield implementations, migrations, and application innovations, TerraAlto has worked with a wide range of client organizations ranging from tech start-ups to large global organizations.

Location – Remote working from inside the EU, for an Irish-based company.

Benefits – Health insurance. Pension Plan. Bonus scheme. Remote working. Extensive ongoing training and certification. Career opportunities with growing AWS cloud services company.

The work;
The responsibilities of this role are as follows:

  • Ensure that all requests, changes, and incidents reported by our clients to the TerraAlto service desk are recorded, validated, and assigned to our Engineering team in a timely and accurate manner.
  • Reviewing all requests to the TerraAlto Service desk to determine the appropriate categorization, prioritization, compliance requirements and billing rules to be applied.
  • Monitoring service desk work queues to ensure that all workflows and service levels are being maintained.
  • In addition to ensuring SLAs are achieved, the Service Desk Manager will also be responsible for ongoing monitoring and management of ticket handling quality and client experience across our team.
  • As TerraAlto operates under a number of service compliance frameworks, the Service Desk Manager will be responsible for the oversight and enforcement of compliance requirements as they apply to day-to-day Service Desk operations.
  • Communicating with our clients through email and outbound calls.
  • Coordinating the resolution of client incidents.
  • Creating and maintaining service desk procedures and other documentation.
  • While in general, this role will be focused on work coordination, service quality management, and team oversight, the role will also involve hands-on service desk operation as required.
  • Completing quarterly client satisfaction surveys with our clients.

The person;

  • You take ownership: The Service Desk Manager is a pivotal and autonomous role in our organization. The successful candidate will be responsible for the successful operation of our service desk on a day-to-day basis.
  • You are administratively strong and organized: You are comfortable managing your time across multiple priorities and take professional pride in remaining in control of your various work activities.
  • You are decisive: You can independently evaluate a situation and arrive at good decisions in a logical and timely manner.
  • You are quality-oriented: You become personally invested in avoiding errors and delivering high-quality work to our clients.
  • You are enthusiastic about technology: You are comfortable learning how to use new software and enjoy continually expanding your vocabulary of technical terms and concepts. To be successful in this role, you will need to acquire and continually develop a working knowledge of Amazon Web Services cloud technologies (note: we will of course support you with this).
  • You are flexible, adaptable, and comfortable with change.
  • You have a sense of humor
  • You have previously been successful in an operationally high-paced role (possibly in a technical service desk role, but not necessarily)
  • You communicate clearly and concisely in written and spoken English
  • You are good with customers: You can empathize and do what’s needed to win the trust and respect of customers
  • You work well with people and people enjoy working with you.
  • You are a capable problem solver, comfortable discussing problems with clients, and confident coordinating resolution activities
  • You have a continuous improvement mindset: You can look at an operational activity, identify ways to improve it, and then follow through to implement those improvements
  • You are competent in using MS Word, MS Excel and MS PowerPoint
  • and a positive outlook on life

The Must-have Skills;

  • You have previously worked in a technical support or technical service desk role in a high-paced environment.
  • You have experience working with a Service Desk tool (e.g. Freshdesk, ZenDesk, ServiceNow, or similar).
  • You have excellent client service skills: You empathize with the client and do what’s needed to win their trust and respect.
  • You are a capable incident handler: skilled at managing client communications and coordinating resolution activities throughout the incident handling process.
  • You communicate clearly and concisely in written and spoken English.
  • You have a continuous improvement mindset: You can look at an operational activity, identify ways to improve it, and then follow through to implement those improvements.
  • You are competent in using MS Word, MS Excel, and MS PowerPoint.

The Nice-to-haves;

  • You have experience working with a Service Desk tool (e.g. Freshdesk, ZenDesk, ServiceNow, or similar).
  • You have previous experience in a hands-on technical role with a technology product, consulting, or service company.
  • You hold an AWS certification or an ITIL qualification.
  • A third-level qualification in a technology-related discipline.

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