Remote MSP Service Delivery Coordinator

GSD Staffing; Bogotá ciudad; A distancia; COP 43.681.000 - 52.322.000; Jornada completa

Descripción de la vacante

US-Based Partner Company is seeking an experienced Service Delivery Coordinator to support a US MSP serving multiple client environments. You will be the central point for customer communication, ticket coordination, and technician scheduling, ensuring service quality and timely updates for all stakeholders.

The role emphasizes organization, proactive service delivery, and the ability to work with MSPs, IT service desks, or PSA platforms.

Formación

• 2+ years of experience in customer service, service coordination, dispatch, or similar roles.
• Strong verbal and written English communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities and follow through.
• Professionalism when handling customer concerns.
• Familiarity with IT terminology and basic concepts.
• Proficiency with Outlook, Word, Excel, Teams, and other business apps.

Responsabilidades

• Manage incoming customer service requests via phone, email, and ticketing systems.
• Create, review, categorize, prioritize, and assign service tickets.
• Gather information needed by technicians to resolve issues.
• Communicate service expectations, scheduling info, and status updates to customers.
• Coordinate remote and onsite technician schedules and appointments.
• Monitor active, overdue, waiting, scheduled, and escalated tickets.
• Follow up with technicians on stalled tickets and required documentation.
• Ensure tickets have accurate titles, categories, priorities, notes, and time entries.
• Review completed tickets for quality and documentation standards.
• Identify urgent or security-related requests and escalate appropriately.
• Follow up with customers after service to confirm resolution.
• Coordinate ticket handoffs between technicians to maintain service continuity.
• Assist with customer satisfaction, service-quality reporting, and operational reviews.
• Support billing by identifying tickets with missing information.
• Prepare basic reports on ticket status, overdue work, and activity.

Conocimientos

Customer service

Coordination

Dispatch

Help desk

Administration

English communication

Herramientas

ConnectWise

Autotask

PSA platforms

Ticketing systems

Microsoft 365

Descripción del empleo

US-Based Partner Company is seeking an experienced Service Delivery Coordinator to support a US MSP serving multiple client environments. You will be the central point for customer communication, ticket coordination, and technician scheduling, ensuring service quality and timely updates for all stakeholders.

The role emphasizes organization, proactive service delivery, and the ability to work with MSPs, IT service desks, or PSA platforms.