Technical Services Administrative Assistant

Position Summary

The position requires participation in day-to-day operations of the Technical Services Group to ensure efficiency and quality work. The position contributes to the development, recommendation and administration of ‘new’ technology service products. Effectively and actively responds to the service request needs of customers while working with Tech Services Team. Duties include but are not limited to the following and additional tasks may be assigned by Kinetix Management Team.

Essential Functions and Basic Duties

  • Focus on making every work hour a profitable hour for the company
  • Track all work billable or not for the assigned technical team
  • Assist with coordination of and schedule resources for service requests (along with Tech Svs Manager / Supervisor)
  • Provide support of assigned technicians activities and schedules
  • Provide clients with one-to-one customer service as needed
  • Review assigned tech service tickets to ensure they are being kept up to date in real time
  • Review and update the Service Request (SR) backlog as needed to ensure all SR’s are correctly prioritized, scheduled and moved through the system as desired
  • Check with each technician at the end of the day and note all issues requiring priority attention
  • Process all renewals and subscriptions as they pertain to ongoing licensing and subscription for TSA customers
  • Provide documentation on services rendered to both customer and Kinetix
  • Perform overall customer satisfaction with regard to company policy
  • Ability to stay current with technology trends

Including above referenced activities, additional assigned tasks to be performed at customer site and from the Kinetix NOC.

Qualifications / Required Knowledge

  • Technological/Industry trends
  • Computers and software applications
  • Customer service principles

Skills / Abilities

  • Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well with group problem solving situations
  • Analytical – Uses intuition and experience to complement service data and customer information; reviews current workflows and procedures to improve efficiency
  • Oral & Written Communication – Speaks and writes clearly and persuasively in positive or negative situations; listens and gets clarification.
  • Teamwork – Exhibits objectivity and openness to others’ views; welcomes feedback; contributes to being a part of a positive team spirit
  • Planning/Organizing – Prioritizes and plans work activities; uses time efficiently
  • Professionalism – Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments
  • Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality
  • Adaptability – Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events
  • Attendance/Punctuality – Is consistently at work and on time; ensures work responsibilities are covered when absent
  • Dependability – Follows instructions, responds to management direction; takes responsibility for own actions; commits to work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan

Company Requirements

  • Valid Louisiana driver’s license with clean driving record
  • Proof of US Citizenship
  • No felony arrests
  • Dress and appearance should be business casual and grooming according to Kinetix Handbook and position

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