Support Services Coordinator

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ProArch

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤖 Artificial Intelligence

🔒 Cybersecurity

Artificial Intelligence • Cybersecurity • Cloud

ProArch is a technology company that specializes in providing digital engineering, cloud services, data and AI solutions, and cybersecurity measures. They help businesses unleash their full potential by modernizing operations, protecting assets, and delivering data-driven insights. ProArch works closely with clients to eliminate roadblocks to growth and aligns advanced technology solutions with business goals to empower organizational success. As an award-winning Microsoft Gold Partner, they offer a wide range of services including AI consulting, software development, quality assurance, infrastructure management, governance, risk, and compliance solutions, and operational technology services. Their expertise extends to industries such as credit unions, power generation, and manufacturing, providing tailored solutions to meet each sector's unique challenges.

📋 Description

• Monitor incoming, assigned, and escalated support tickets to ensure timely ownership and resolution. • Coordinate ticket triage activities and ensure appropriate assignment across the support organization. • Monitor escalations received through the Help Center and ensure they are actively addressed. • Identify and coordinate proper routing of tickets requiring engagement outside standard support workflows. • Maintain visibility into ticket queues and ensure no critical requests remain unattended. • Continuously monitor tickets approaching or exceeding SLA thresholds. • Proactively communicate potential SLA risks and breaches to Support Leadership and key stakeholders. • Collaborate with engineers and support teams to drive timely resolution and SLA recovery actions. • Track service performance metrics and highlight areas requiring operational attention. • Coordinate scheduling of ticket-related work and align assignments with resource availability. • Facilitate collaboration between engineers, project teams, and support resources. • Help identify and address coverage gaps to ensure uninterrupted support operations. • Support workload balancing across teams to maximize efficiency and responsiveness. • Review and ensure ticket records contain accurate and complete information, including: • - Categories • - Contacts • - Locations • - Required fields • - Supporting documentation • Promote adherence to established ticketing standards, workflows, and operational processes. • Assist in maintaining consistency and quality across support activities. • Monitor tickets requiring additional action, including: • - Needs Attention • - Customer Reply • - Pending • - Stalled or aging tickets • Conduct timely follow-ups with responsible teams to ensure continued progress. • Prevent tickets from becoming inactive or delayed due to lack of ownership. • Monitor workloads for engineers who are out of office or unavailable. • Coordinate reassignment or progression of active work to prevent service disruptions. • Ensure continuity of support activities and adherence to customer commitments. • Provide backup coverage for Help Center phone queues as required. • Assist with support coordination, scheduling, and operational activities. • Support day-to-day administrative functions that contribute to effective service delivery.

🎯 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 working with ticketing and service management platforms (e.g., ServiceNow, Jira Service Management, Zendesk, ConnectWise, Freshservice, or similar). • 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. • Familiarity with ITIL principles and service management best practices. • Experience working in high-volume support environments. • Knowledge of resource scheduling and workload management practices.