Support Coordinator

A Support Manager is a highly visible role at KDG. You are interacting and coordinating our front line support staff to help clients through issues, resolve tickets, test functionality, and guide client deployments. This position provides the latitude to own the creative and technical processes of your work, while still allowing for tremendous flexibility.KDG provides the opportunity for you to challenge yourself professionally while balancing your priorities away from the office. A company is only as good as the people in it, and we firmly believe that happy team members are the foundation for our success. Thats why youll find generous benefits and a stable work environment unmatched by any other Lehigh Valley company. If you want to work in a culture that empowers entrepreneurial thinking, dedicates itself to flawless customer experience, and always provides opportunities for employees to learn, grow, and succeed, then it is time for you to discover KDG.Your JobAs a Support Coordinator, you will lead and coordinate our team of expert technical and support analysts in implementing and supporting solutions that bring our customers results. In this role, you will be responsible for leading and coordinating an experienced staff to help ensure excellent and timely service, support documentation, and total follow through with all KDG clients. This role is perfect for a dynamic self-starter with strong analytical skills and an overactive sense of responsibility.In this role, you will be expected to:Provide excellent customer service, both to our team and our clients through consistent communication.Work closely with analysts and end users to make sure that applications are performing as expected.Manage a ticket and call pipeline that spans departments.Address and remediate concerns or escalate requirements as needed.Analyze, design, develop, test, and document support requirements so that there is transferability within the support department.Manage the operations of deployments, follow up support, and application testing.Stock management and ordering all IT equipment such as laptops; Organizing onsite support for devices with hardware problems and sending them back to the provider, extending service contract & warranty etc.Helping to manage relationships with IT service providers (IT SP) such as ISP and VoIP providers.Performs a variety of department administrative duties which may include unboxing and storing new computer hardware, shipping computer supplies to branch offices, and processing of Return Merchandise Authorizations (RMA's) to vendors.Monitors the service queue to ensure all incoming tickets have been assigned and are being resolved; generates a daily report on the status of service desk activity.You must be very capable of:Learning new applications quickly to a high level.Documenting test and resolution steps.Producing efficient, clean, and thoughtful support documentation.Work closely with other teams to build basic specifications for application enhancements.Monitoring performance issues pertaining to support requests.Review, proofread, and format all correspondence to ensure accuracy and completeness.Being flexibly available to manage issues as they arise after hours.QualificationsTo be considered, candidates must meet the following criteria:Bachelors Degree in a technology field or related field OR 2 years work experience in helpdesk or support management roles.Preferred experience in a software development or testing environment.Strong problem solving, organizational, and prioritization skills required.Strong attention to detail.Ability to use independent judgement and take personal initiativeStrong verbal and written communicationAbility to plan and manage multiple tasks/projects with minimal supervisionAbility to establish and maintain effective working relationships with othersAbility to maintain focus over an extended periodAbility to work in Allentown, Pa officeIf you meet the above qualifications, please submit a cover letter, resume, and salary expectations following the instructions below. Please note that we will not consider candidates who do not supply a cover letter.Why KDG?KDG is a high-technology consulting firm and business processes company based in Allentown, PA. For nearly 20 years, we have provided expert-level technology advisement and execution on behalf of our clients in the areas of business, government, healthcare, retail, manufacturing, and education. We believe strongly in developing solutions that build value within an organization, and our depth of industry experience has afforded us the amazing privilege of working with some extraordinary organizations while aiding in their growth, mission, and success. Since our founding, we have been recognized as IT Department of the Year by the American Business Awards, a Lehigh Valley Business of the Year finalist, a leading Philadelphia area software developer by Clutch.co, and a Forbes Small Giants finalist.What we offer our employees:Competitive salaryAn open books company with employee profit sharing100% company-paid benefits for employee and familyGenerous paid vacation, sick leave, personal days, and holidaysDollar for dollar 401k company matchWeekly training and development sessionsWorkplace and schedule flexibilityEmployee-driven social committeeDonations to your favorite charityHow Do I Apply?To be considered, all applicants must submit the following:An updated resumeBrief cover letter describing why you meet the qualifications. We will not consider any candidates who do not supply a cover letter.Salary expectationsWe are interested in every qualified candidate who is legally authorized to work in the United States. However, we are not able to sponsor visas.Applicants who meet the initial qualifications will be contacted for a phone interview. If you are selected to receive an offer of employment with our company, your employment may be contingent upon the successful completion of work references and other background checks.We realize that it takes time and effort to go through our application process and we thank you for considering applying for this position. We kindly ask for no emails or phone calls as a means to further your application process. These efforts will not enhance your opportunity for consideration and we are not equipped to respond to these requests. We thank you in advance for your adherence to this request.Thank you for your interest in our position. We appreciate the time you have taken to apply with us. Please continue to look at all of our open positions on our Career Page at http://www.kyledavidgroup.com.EOE, M/F/D/V.The Kyle David Group, LLC d/b/a KDG

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