{"id":2357615,"url":"https://alion.io/job/optusinc-services-coordinator-support-optus-inc","title":"Services Coordinator - Support - Optus, Inc","company":{"id":4419672,"name":"Optusinc","domain":"optusinc.com","url":"https://alion.io/company/optusinc","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"JazzHR","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Argentina"],"countries":["AR"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":16,"max":18,"currency":"USD","period":"hour","gross":null,"usd_annual":36000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-12T15:04:17Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-12T15:04:17Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"THIS IS NOT A REMOTE OR HYBRID POSITION. YOU MUST BE ABLE TO WORK IN THE OFFICE IN JONESBORO, AR.\nThe Services Coordinator- Support is responsible for monitoring service performance, supporting team productivity, managing escalations, and ensuring customer Service Level Agreements (SLAs) and company expectations are consistently met.\nThe ideal candidate combines strong operational, analytical, and leadership skills with a customer-first mindset. This individual will work closely with cross-functional teams, support continuous process improvement initiatives, and provide direct customer and technical support when needed.\nResponsibilities:\nMonitor Service Delivery team workloads, activity queues, and performance metrics to ensure SLAs and operational objectives are met.\nManage customer and internal escalations, ensuring timely resolution and effective communication.\nDevelop, maintain, and analyze operational reports, dashboards, and service metrics to drive performance improvements.\nCollaborate with cross-functional teams to support service delivery, process efficiency, and customer satisfaction.\nIdentify operational challenges, perform root cause analysis, and implement corrective actions to improve service quality.\nManage daily team scheduling and workload distribution to ensure adequate coverage and productivity.\nSupport customers directly through service reviews, follow-up communications, Tier 1 technical support, and dispatch coordination when needed.\nCoach and guide team members, identify training opportunities, and support professional development initiatives.\nPromote continuous improvement through process reviews, operational feedback, and performance-driven recommendations.\nModel company values, maintain a customer-first mindset, and support a collaborative, high-performing team environment.\nQualifications:\nBachelor's degree or equivalent experience with 3-5 years of experience in service delivery, telecommunications, technology operations, customer support, or a related field.\nTelecommunications or technology industry experience required; call center or service desk experience preferred.\nStrong leadership, organizational, analytical, and problem-solving skills.\nExcellent verbal and written communication skills with a customer-focused approach.\nAdvanced proficiency in Microsoft Office, particularly Excel and reporting tools.\nAbility to manage multiple priorities, analyze performance metrics, and thrive in a fast-paced environment.\nExperience with SLA management, escalations, process improvement, and team coaching is a plus.\n What We Offer:Hourly pay between $16/hr. - $18/hr., based on experience.\n401(k)\n401(k) matching\nAD&D insurance\nDental insurance\nDisability insurance\nEmployee assistance program\nFlexible spending account\nHealth insurance\nHealth savings account\nLife insurance\nPaid time off\nProfessional development assistance\nReferral program\nTuition reimbursement\nVision insurance\nWho We Are:\nWe’re not just another IT services firm-we're architects of business transformation. Our cutting-edge solutions and customer-first approach are revolutionizing how businesses connect, communicate, and create value in the digital landscape. As a national leader in IT service delivery, we're seeking sharp, results-driven professionals to join our team and push the boundaries of what's possible.\nAt Optus, we've cultivated an environment where innovation thrives, collaboration is second nature, and openness drives progress. Our team leverages its expertise and commitment to CX to streamline multi-site enterprise operations, ensuring seamless functionality and instilling confidence in our clients nationwide. By joining us, you'll be part of a dynamic force that's setting new standards in IT service excellence.\nPhysical Demands / Working Conditions:\nAbility to read, write, and communicate both orally and written to external and internal customers and employees. Normal vision and normal hearing with or without correction. Ability to lift and/or carry up to 25 lbs., periodically, throughout workday. Ability to stand, walk, climb stairs, sit in one place, squat and kneel continuously throughout day. Ability to reach, bend, and twist continuously throughout day. Ability to use hands for gripping and squeezing, as well as repetitive hand and wrist motions. 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