Service Coordinator (Remote)

Job Description:
The Service Coordinator’s purpose is to provide a positive, warm and welcoming response to all communications received from clients by phone and email. They help organize and facilitate the flow of work through the Service Department, including the managing of tickets, scheduling of on-site technical resources, monitoring of all work on each Service team, holding teams accountable for work not being completed in a timely fashion, and entering new work into the ticketing system for completion by Service.

Job Responsibilities:
Answer incoming calls during shift hours and coordinate support tickets while ensuring coverage and client satisfaction.
Triage tickets properly by ensuring contacts, types, subtypes, priority, resource, and detailed ticket summary, etc. are accurate.
Adherence to Standard Operating Procedures (SOPs) relating to ticket creation.
Coordinate dispatch of onsite resources as needed.
Follow procurement process with incoming equipment for service tickets.
Auditing and closure of completed tickets.
Perform follow-up when a client requests an update.
Use ConnectWise to create, review and manage service tickets for the entire Service Department. This includes editing tickets, handling workflows, changing ticket statuses, and coordinating with internal staff to identify specific issues or problems preventing work from being completed.
Regular review of all current Service Department tickets, to include responding to email-originated tickets to let the customer know it has been received, to identify high-priority tickets and notify the appropriate Service staff, and to identify tickets which are not being handled promptly.
Use internal and external knowledge bases and resources to research and resolve issues independently, as well as to assist in documenting coordinator procedures and policies.
Help the team identify trends, follow up on patterns, and address gaps in ticket handling.
Complete any other tasks as assigned by ITS management.
Job Qualifications:
Strong written and verbal communication skills
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
At least 6 months of Customer Service Experience.
Culturally Fit.
Experience with Managed Service Providers (MSPs) is highly desirable.
Requirements:
A home office set up that meets the following:
A working computer with minimum of 8gb RAM, i5 Windows10 or macOS Big Sur.
Stable internet connection with at least 5mbps download and upload.
A quality headset with noise cancellation feature for meetings.
A mobile phone that has the capacity to install the Microsoft Authentication app.
HD webcam
A very strong cultural fit the ITS way (Our core values will be discussed during the interview)
Excellent command of the English language both spoken and written
Able to work full time 40 hrs. a week: 8:00 AM to 5:00 PM PST (Monday to Friday)
Able to pass our online behavior and cognitive assessments.
Able to provide NBI Clearance (for PH applicants).
Compensation:
Pay rate starts at $4.00/hr and vary by experience and location.

Benefits:
Paid US Holiday
Night Shift Bonus
Paid Time Off (15 Vacation Days per year)
Comprehensive Health Plans / HMO (Employee & Dependent/s)
Life and Accident Insurance
Accident and Disability Coverage
Company-paid training and certification
Health & Wellness Program
Dental & Vision
Salary Advancement