Job Description

Second Son Consulting, Inc. has an opening for a Service Coordinator supporting our focus in Apple-centric small to medium business environments. This is a long-term career opportunity for an experienced, intelligent, self-motivated, and customer service-oriented person who loves being involved in logistics and the operations side of business and has some curiosity about technology in general. 

As part of our team, you will be a primary point of contact with our clients, triaging new service requests, and assisting in maximizing our engineering team’s time through logistics, and monitoring dashboards for response time and urgent issues. You will be exposed to the array of technology systems we support for our clients, participating in weekly reviews and audits of multiple systems, assisting with shipping and receiving, and reviewing and analyzing internal metrics for efficiency and loose ends. The position requires a mix of hard and soft skills: an instinct for recognizing patterns and trends, but also an instinct for customer service and a knack for working with people across all levels, from end-users to CEOs, in a wide range of industries.

Due to the nature of the role, this position is hybrid, working primarily in our Los Angeles area office, allowing for work-from-home 1 to 2 days per week, after training is completed.

In this role, you will…

• Ensure account satisfaction and develop client relationships through personalized interactions, consistent follow-up, and stellar communication.
• Process service requests through phone, email, manual entry, or direct customer input, with the support of the Help Desk team.
• Track our SLA obligations and ensure we meet our SLA goals.
• Coordinate on-site appointments for maximum productivity of our engineers.
• Own the logistics of hardware shipping and receiving at our office and with remote clients.
• Become the subject-matter-expert (SME) of our dispatch processes and the service side of our ticketing system.
• Use our dashboard and reporting tools to prioritize and track service requests daily.
• Review client and company needs with Operations team weekly.
• Have the opportunity to learn new things on a daily basis, and cross-train with our engineers and leadership team.
• Learn to recognize support needs and trends, and work with our Operations Team to address the specific needs of the teams and environments we support.

About Us:

We are a privately-owned Mac-focused IT consulting firm based in the Encino/Los Angeles area, serving cross-platform clients all over the greater Los Angeles area. We have fantastic clients who are fun and seriously committed to their wide-ranging industries. Our clients are as small as a five-person real estate firm to a 50-person product design and manufacturing company to a 75-person non-profit social advocacy agency. Through collaborative, long-term relationships with our clients, we help them to maximize the return on their IT investment, sustaining measurable results with an eye on business strategy, practicality, pragmatism, transparency, a heap of creative problem-solving, and a sense of humor. We may be geeks, but we are geeks with social skills. We are also partners, husbands, wives, involved parents, loyal friends, political junkies, music and movie lovers, foodies, single-malt aficionados, and voracious readers. We love learning new things and our skills and projects are continuously growing in scope and breadth. 

TO APPLY:

Share your resume and a cover letter (in PDF format*) that explains why you believe you’d be a fit for Second Son and this position. Impeccable communication skills are essential to all we do, and we weigh cover letters heavily. We love a cover letter that shows us your personality, but don’t stress if you’re not a comedian. Just be yourself. We’re mostly interested in learning who you are, what you love to do, and why you’d love to do it here with us. And if you send us the generic one you send everyone else, we’ll be bummed.

*We will only be reviewing submissions in PDF format, due to security/macro concerns with .doc, .docx, and .zip file formats.

Requirements

What you bring to the table…

• 1-2 years of real-world business experience in Customer Service or Logistics.
• A think-ahead, “ounce-of-prevention” mind-set that loves to develop and follow processes.
• Natural inclination to see and pay attention to details.
• Positive and collaborative team member who demonstrates initiative and tenacity.
• Excellent communication skills within the team and across diverse client environments.
• Proven ability to set customer expectations.
• Ability to continuously reassess priorities and adapt to changes quickly.

• Are looking for growth opportunities for Account, Project, or Operations Management positions.
• Experience with real-time ticket management using a ticketing system (ConnectWise, AutoTask, etc.) is a major plus.
• Driven task management and follow through.
• A friendly, open personality.
• A commitment to business ethics and a client-first mentality.
• Willingness to bring your own experience to the table while also understanding the need to learn how things work at Second Son, and to adapt your approach. 
• Understanding that Second Son is a service business, and that tracking time and efforts in “real time” are an essential part of what is required.

Scheduling Requirements:

Must be available to work in our Los Angeles area office during standard business hours 3 to 4-days per week with 1 to 2 days of work-from-home, after training.

Benefits

What We Offer:

• Income competitive and commensurate with experience, projecting $25 to $28 per hour.
• Training, certification, and growth opportunities.
• Health insurance with Dental and Vision options.
• Paid time off consisting of:
• 6 days of sick leave
• 5 days of lifecycle leave (birth or death)
• 10 days of vacation (accrued)
• 6 paid holidays
• 5 days of paid Jury Duty service
• 401k with matching (after 12 months).

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