Operations Coordinator

GadellNet Consulting Services is a rapidly growing IT company based in the Midwest, providing technology solutions to hundreds of businesses across various markets. We are also a family-friendly company and an Equal Opportunity Employer passionate about building a creative, growth-oriented, and progressive work environment. We are dedicated to empowering our diverse team of employees to drive exceptional business results for our clients. As a Certified B Corporation, we are also committed to considering the impact of our decisions on our employees, customers, suppliers, community, and environment. Join us in powering the missions of our team and our clients while making a difference in our communities. We encourage candidates to review our website to learn more about our values and company culture.

About the Position: 

GadellNet is looking for a skilled and motivated Operations Coordinator to deliver outstanding customer service to our clients. The Operations Coordinator’s core responsibility is to ensure that quality and timely service is delivered to our clients and is in line with GadellNet’s expectations around policy and procedures. This role will include the first point of contact for client issues and requests. Excellent customer service and communication skills are imperative to ensure an excellent client experience. This position will be a Monday through Friday, 8am – 5pm CST.

GadellNet serves businesses in multiple markets with outsourced technical know-how. Our values -- Make an Impact, 100% Responsibility 0% Excuses, and Grow or Die -- drive every decision we make. 

Responsibilities:

• Be the voice of GadellNet. Provide professional, courteous, and accurate communication to all our customers.
• Collaborate and build relationships with coordination team members, engineers, account managers and other GadellNet employees in a professional manner.
• Prioritize level of escalation for all tickets.
• Enforce request handling and escalation policies and procedures.
• Maintain vigilance for tickets that represent duplicate issues or requests related to the same user.
• Maintain a vigilance for identifying and seeking billable/security approval when needed.
• Manage and Schedule tickets to engineers through ConnectWise.
• Coordinate GadellNet’s resources to ensure maximum utilization of billable resources.
• Help clients with some low impact technical issues remotely. Ex. Quickpass password resets, Monitor issues, rebooting issues etc.

Requirements: 

• 1-2 years in a Customer Service role.
• Experience with incident response including customer service and communication.
• 1+ years ConnectWise or other PSA Experience preferred.
• Ability to navigate and understand MS Office products/terminology.
• Ability to understand terms in technology and how they can impact our client’s business operations. 
  • VPN  
  • Server 
  • ISP 

• Excellent communication skills, both written and verbal.
• Ability to multi-task in a fast-paced environment.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Experience and knowledge with Office products such as Outlook, Word, PowerPoint, etc.
• Understanding of technology and how to solve basic computer/display issues.
• Ability to present ideas in a user-friendly, business-friendly manner.
• Proven analytical and problem-solving skills.
• Experience working in a team-oriented, collaborative environment.

Values: 

GadellNet serves businesses in multiple markets with outsourced technical expertise. We are poised for continued growth and looking for team players excited to power missions through technology. At GadellNet, our core values guide our decision-making processes, the overall empowerment of our employees, and the assignment of responsibility within our teams. Our team members support the values and goals of GadellNet, which fosters a one-of-a-kind service experience for our clients and establishes a culture that attracts and retains the top talent available in our markets.  

At GadellNet, we live and celebrate our three core values:  

• Make an Impact
  
• 100% Responsibility 0% Excuses
  
• Grow or Die
  

Benefits:   

GadellNet also offers the following benefits:   

• Health, vision, and dental insurance. 
  
• Paid time off, including parental leave and volunteer time.  
  
• Flexible work environment. 
  
• Access to mental health services. 
  
• Employee matching donation program.
  
• 401k and employer matching.
  

Eligibility to work in the US: GadellNet does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States. 

If this role sounds like the right fit for you, we’d love to hear from you. Even if you don’t meet every qualification, we encourage you to apply - you might be exactly what we need! 

#IND