Service Coordinator (Remote)

5 hours, 58 minutes ago
Full-time
Entry Level
Customer and Technical Support
Intelligent Technical Solutions

Intelligent Technical Solutions

Intelligent Technical Solutions: Your trusted partner for managed IT services, cybersecurity, and business technology management, empowering growth and success for small and medium-sized businesses.

Internet Software & Services
251-1K
Founded 2003

Description

  • Answer incoming calls and emails during shift hours while maintaining client coverage and satisfaction.
  • Create, review, edit, and manage service tickets in ConnectWise for the Service Department.
  • Triage tickets accurately by verifying contacts, categories, priorities, resources, and detailed summaries.
  • Follow SOPs for ticket creation and support ticket workflows.
  • Coordinate dispatch and scheduling of on-site technical resources as needed.
  • Track open work, monitor ticket status, and follow up on overdue or incomplete items.
  • Audit and close completed tickets and respond to client update requests.
  • Use internal and external knowledge bases to research issues and support documentation of coordinator procedures and policies.
  • Help identify trends, follow up on recurring patterns, and address gaps in ticket handling.
  • Perform other duties assigned by ITS management.

Requirements

  • At least 6 months of customer service experience.
  • Strong written and verbal communication skills.
  • Exceptional interpersonal skills with strong rapport-building, listening, and questioning ability.
  • Excellent command of the English language, both spoken and written.
  • Experience with Managed Service Providers (MSPs) is highly desirable.
  • A home office setup with a computer that has at least 8GB RAM and meets one of the listed operating system and processor requirements.
  • Stable internet connection with at least 5 Mbps download and upload speeds.
  • Quality headset with noise-cancellation, HD webcam, and a smartphone capable of installing Microsoft Authenticator.
  • Ability to pass online behavior and cognitive assessments.
  • Ability to provide NBI Clearance for PH applicants.
  • Strong cultural fit with ITS values and ways of working.
  • Work schedule availability based on business needs, with hours and shifts subject to change and not guaranteed.

Benefits

  • Starting pay rate of $4.00/hr, with variation based on experience and location.
  • Comprehensive health plans/HMO for employees and dependents.
  • Life insurance coverage.
  • Flexible benefit reimbursement for dental, vision, mental health, wellness, and government contributions.
  • Paid time off starting at 15 days per year.
  • Maternity and paternity leave.
  • Paid U.S. holidays.
  • Night shift bonus.
  • Salary advancement/loan option.
  • Health and wellness program.
  • Company-paid training and certification.

Interested in this position?

Apply directly on the company website

Apply Now

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