Service Coordinator

Responsibilities

• Answer incoming calls and coordinate support tickets to ensure client satisfaction
• Triage tickets by ensuring accurate contact details, priority, and summaries
• Coordinate the dispatch of onsite resources and follow procurement processes
• Use ConnectWise to manage service tickets, workflows, and statuses
• Audit and close completed tickets and perform client follow-ups
• Research and resolve issues using internal and external knowledge bases
• Identify trends and gaps in ticket handling to improve processes

Requirements

• At least 6 months of customer service experience
• Excellent command of written and spoken English
• Home office setup with Windows 11 (Intel i5/i7 8th gen+), AMD Ryzen 5/7 (2000 series+), or macOS 12+
• Computer with minimum 8GB RAM
• Stable internet connection (min 5 Mbps upload/download)
• Quality noise-canceling headset and HD webcam
• Smartphone capable of installing Microsoft Authenticator
• Ability to pass online behavior and cognitive assessments

Preferred Qualifications

• Experience with Managed Service Providers (MSPs)

Benefits

• Comprehensive Health Plans / HMO for employee and dependents
• Life Insurance
• Flexible Benefit Reimbursement (Dental, Vision, Mental Health, Wellness)
• Paid Time Off (starting at 15 days per year)
• Maternity and Paternity Leave
• Paid US Holidays
• Night Shift Bonus
• Salary Advancement/Loan options
• Company-paid training and certification