Service Delivery Support Specialist

Description

We are seeking a Service Delivery Support Specialist to join our IT Asset Disposition (ITAD) team. This job plays a vital role in ensuring smooth and efficient customer interactions throughout the IT asset disposition process. They act as a bridge between the company and its clients, providing support, addressing inquiries, and resolving issues related to asset disposition. An ITAD Service Delivery Support Specialist must be knowledgeable about ITAD processes, data security, and environmental regulations. They should also possess excellent communication and problem- solving skills to effectively assist clients throughout the asset disposition lifecycle.

KEY RESPONSIBILITIES

• Client Communication: Engage with clients through various communication channels, such as phone, email, and chat, to address their inquiries, orders, concerns, and requests.
• Information Dissemination: Provide clients with information about the ITAD process, services offered, contract pricing, compliance documentation, and any other relevant details.
• Order Management: Assist clients in initiating and managing asset disposition orders, including order creation, modification, and order status updates.
• Issue Resolution: Troubleshoot and resolve any problems or concerns raised by clients, such as scheduling issues, logistics, data security, or compliance-related matters.
• Technical Assistance: Offer basic technical guidance to clients regarding portal usage and portal issues.
• Project Oversight: Facilitate and monitor all necessary details for project success.
• Customer Education: Educate clients on best practices for preparing IT assets for disposition and ensure equipment is ready for pickup.
• Compliance and Documentation: Assist clients with compliance requirements, including providing necessary certificates of data erasure, recycling, and disposal, and guiding them on record-keeping. Ensuring all audits and invoices are provided at the agreed-upon time for the client. Responding to requests for documentation.

Requirements

Required Qualifications

• Bachelor’s degree from an accredited college and 2-3 years of experience in a project coordinator or client service role.
• Self-organization and communication skills (oral and written) are critical to this role.
• Must be proactive and be able to provide timely follow-up.
• Must be able to take ownership of assignments and work independently.
• Excellent analytical skills: can easily use data and apply analytical skills to solve problems.
• Ability to manage peak workloads, short deadlines, and project-based work.
• Must have a great attitude, reliability, ability to multitask, and outstanding client service skills.
• Must have a great attitude, reliability, ability to multitask, and outstanding client service skills.
• Team skills are of utmost importance to this role, including having the ability to establish and maintain effective working relationships with employees and customers

Preferred Qualifications

• Logistics coordination experience.
• Previous experience in the IT services industry - IT Asset Disposition is a plus.
• Salesforce, Microsoft Dynamics, Smartsheet, and CRM experience is a plus.