MSP Service Coordinator: Tickets & Dispatch

Intelligent Technical Solutions; Manila; On-site; PHP 344,000 - 515,000; Full time

Benefits offered by this job

Health Plans/HMO

Life Insurance

Flexible Benefit Reimbursement

Paid Time Off

Maternity/Paternity Leave

Paid US Holidays

Night Shift Bonus

Salary Advances/Loan

Health & Wellness Program

Training & Certification

Job summary

Intelligent Technical Solutions seeks a Service Coordinator to provide a warm, responsive reply to client inquiries by phone and email. The role coordinates service tickets, schedules on-site resources, monitors work across teams, and logs new work into the ticketing system for completion by the Service Department.

The ideal candidate has at least 6 months in Customer Service, excellent English, and strong communication with good interpersonal skills.

Qualifications

• Need strong written and verbal communication.
• Fluent in English, both written and spoken.
• Excellent interpersonal skills and rapport-building.

Responsibilities

• Answer incoming calls during shift hours and coordinate support tickets while ensuring coverage and client satisfaction.
• Triage tickets with accurate contacts, types, priorities, and summaries.
• Adhere to ticket creation SOPs.
• Coordinate dispatch of onsite resources as needed.
• Audit and close completed tickets.
• Follow up when clients request updates.
• Use ConnectWise to manage service tickets and workflows.
• Review current tickets and respond to emails.
• Research issues using knowledge bases and document procedures.
• Identify trends and gaps in ticket handling.
• Perform tasks assigned by ITS management.

Skills

Strong communication

Fluent English

Interpersonal skills

Customer service experience

Cultural fit

Tools

ConnectWise

Job description

Intelligent Technical Solutions seeks a Service Coordinator to provide a warm, responsive reply to client inquiries by phone and email. The role coordinates service tickets, schedules on-site resources, monitors work across teams, and logs new work into the ticketing system for completion by the Service Department.

The ideal candidate has at least 6 months in Customer Service, excellent English, and strong communication with good interpersonal skills.