layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Service Coordinator at Acumen Technology, Nashville, TN

Service Coordination & Dispatch
Coordinate service desk resources to maximize efficiency and technician utilization.
Answer incoming service calls and dispatch support requests.
Monitor incoming requests through email and the ticketing system.
Ensure tickets are created accurately with the correct contact, type, subtype, priority, assigned resource, and other required information.
Monitor technician schedules and coordinate ticket assignments.
Review open tickets for accurate status, priority, documentation, and notes.
Coordinate ticket escalations and reassignments when necessary.
Follow up on service requests through resolution.
Monitor ticket queues, including Needs Dispatch, Ready to Work, Customer Responded, Final Follow-Up, and stale tickets.
Customer Service & Communication
Provide excellent customer service through timely, professional, and courteous communication.
Communicate clearly with clients and internal team members regarding service requests.
Develop and maintain familiarity with client environments to improve coordination.
Maintain accurate documentation and ensure relevant information is captured within service tickets.
Quality & Service Management
Verify that completed service requests include appropriate time entries, resolution information, and relevant notes.
Monitor engineer availability and assist with escalation coordination.
Monitor service metrics and ticket queues to help maintain service levels.
Support scheduling, reporting, daily huddles, and service desk follow-up activities.
Required Skills & Qualifications
Excellent written and verbal communication skills
Strong organizational and multitasking abilities.
Exceptional attention to detail and accuracy.
Ability to prioritize multiple requests in a fast-paced environment.
Strong customer-service mindset with a professional and courteous approach.
Ability to work independently and follow tasks through to completion.
Strong sense of urgency and ownership.
Ability to accurately document information and maintain organized records.
Comfortable coordinating multiple people, schedules, priorities, and service requests simultaneously.

Service Coordinator

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