IT Service Ticket Coordinator

About Us
At Medix Dental IT, we are dedicated to our core values, providing top-notch IT solutions specifically tailored for dental practices. Based in the Midwest, we have been a trusted partner in dental technology integration and support since our founding in 2003. We collaborate with dental practices nationwide to manage their IT systems and offer strategic advice on technology decisions and compliance.

By becoming an extension of our clients’ practices, we minimize technology issues, enhance practice profitability, and boost overall satisfaction. Our commitment to quality and exceptional customer service has led to an impressive client retention rate, setting us apart in the industry.

If you are passionate about technology and committed to client satisfaction, we invite you to join our dynamic team and help us transform the dental technology landscape!

To learn more about our company, visit https://medixdental.com/.

Position Overview:
We are looking for a committed IT Service Ticket Coordinator to join our Professional Services department and assist our dental clients. To thrive in this role, it’s essential to possess strong organizational abilities, excellent communication skills, the ability to think on your feet, and a proactive mindset toward problem-solving!

Location: Remote 
Salary Range: $50,000 to $60,000

**This is not a C2C opportunity. Only candidates who reside in the USA will be considered.**

Key Responsibilities:

• The primary responsibility of this role is to manage, organize, and plan various types of service tickets, including hardware issues, software problems, and technical support requests.
• Service Ticket Oversight: Ensure that service tickets are handled within their scope, budget, and schedule.
• Effective Communication: Maintain excellent communication with both internal teams and external vendors throughout service ticket lifecycles.
• Resource Management: Coordinate logistical aspects of service tickets, including managing resources and scheduling support.
• Service Ticket Management: Oversee various service ticket types, including hardware issues, software problems, and technical support requests.
• Vendor Coordination: Collaborate with external vendors as required for specific service ticket resolutions.
• Service Ticket Documentation: Maintain up-to-date service ticket templates and document processes used in the Service Ticket Coordinator role.
• Cost Analysis: Understand the time and cost of services to manage service ticket finances effectively.
• Vehicle Booking: Arrange for the booking of company vehicles for on-site service ticket resolutions.
• Service Ticket Monitoring: Proactively monitor various service ticket boards, including Professional Services and Technical Support boards.
• Order Scheduling: Schedule remote and onsite support service tickets.
• Third-Party Resource Management: Schedule third-party resources as needed for service ticket resolutions.
• Ticket Management: Regularly call all pending service tickets and keep ticket status and information up-to-date.
• Process Documentation: Document and maintain processes used in the Service Ticket Coordinator role.

Job Requirements: 

• Strong Customer Service Experience: Must have excellent customer service skills, in addition to effective written and verbal communication skills. The ideal candidate would have at least 2 years of strong customer service experience in a similar role. 
• Ability to Multi-Task and Excellent Organization Skills: Must be able to perform multiple tasks and jump from one task to another as required, without loss of concentration and composure.
• Proficient problem-solving ability.
• Basic understanding of computer hardware, printers, mobile devices, and of Microsoft Operating systems, Microsoft Office products, and other end-user applications.
• Previous experience in service ticket management or a high-level customer service role. 

Why Join Us?
At Medix Dental, you will be part of a supportive and innovative team dedicated to making a difference in dental practices. We offer competitive salaries, comprehensive benefits, and opportunities for professional growth.

If you are ready to take your career to the next level and make a real impact in the dental IT field, apply now!

 Medix Dental IT is committed to equal employment opportunities and all candidates will be evaluated based on qualification. Equal Opportunity is the Law.