Support Services Coordinator

1 week, 5 days ago
Full-time
Mid Level
Customer and Technical Support
ProArch

ProArch

At ProArch, we help our clients accelerate growth and mitigate risk with IT services, cybersecurity services, application development, cloud computing, and data analytics. ProArch was founded on the belief that a future where change is ‘business as usu...

Internet Software & Services
251-1K
Founded 2006

Description

  • Oversee incoming, assigned, and escalated support tickets to ensure timely ownership and resolution.
  • Coordinate ticket triage and route requests to the appropriate support teams or workflows.
  • Monitor tickets approaching or exceeding SLA thresholds and escalate risks to leadership and stakeholders.
  • Collaborate with engineers, project teams, and support resources to support timely resolution and workload balancing.
  • Track service performance metrics and identify areas needing operational attention.
  • Review ticket records for accuracy, completeness, and adherence to ticketing standards and processes.
  • Follow up on stalled, pending, or customer-reply tickets to prevent delays and inactive work.
  • Monitor workloads for unavailable engineers and coordinate reassignment to maintain business continuity.
  • Provide backup coverage for Help Center phone queues and support day-to-day administrative operations.

Requirements

  • Bachelor's degree in Information Technology, Business Administration, Operations, or a related field.
  • 3–5 years of experience in Support Operations, Service Desk Coordination, Technical Support Administration, IT Operations, or a similar role.
  • Experience with ticketing and service management platforms such as ServiceNow, Jira Service Management, Zendesk, ConnectWise, or Freshservice.
  • Strong understanding of SLA management and support workflows.
  • Excellent organizational, multitasking, and follow-up skills.
  • Strong written and verbal communication abilities.
  • Ability to collaborate effectively with cross-functional and technical teams.
  • Experience in managed services, technical support, or IT service delivery environments is preferred.
  • Familiarity with ITIL principles and service management best practices is preferred.
  • Experience working in high-volume support environments is preferred.

Benefits

  • Join a company that supports continuous growth and learning alongside domain experts.
  • Work on projects that impact industries, communities, and lives.
  • Be trusted and supported in a culture that encourages ownership and innovation.
  • Have time to focus on life outside of work with a balanced work environment.
  • Opportunity to work across AI, data, cloud, cybersecurity, infrastructure, and application development teams.

Interested in this position?

Apply directly on the company website

Apply Now

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