Remote MSP Service Coordinator – Ticketing & Dispatch

Intelligent Technical Solutions; Philippines; Remote; PHP 254,000 - 424,000; Full time

Benefits offered by this job

Life Insurance

Flexible Benefit Reimbursement

Paid Time Off

Maternity/Paternity Leave

Paid US Holiday

Night Shift Bonus

Salary Advancement/Loan

Health & Wellness Program

Company-paid training and certifi c at

Job summary

Intelligent Technical Solutions is seeking a Service Coordinator to provide a warm, professional response to client inquiries by phone and email. You will organize the Service Department workflow, manage tickets, schedule onsite resources, monitor team performance, and ensure timely completion and accurate ticketing in ConnectWise.

You will triage tickets, adhere to SOPs, coordinate dispatch, handle procurement for tickets, audit and close tickets, and follow up with clients.

Qualifications

• Minimum 6 months of customer service experience.
• Strong written and verbal communication.
• Excellent command of the English language both spoken and written.
• Experience with Managed Service Providers (MSPs) is highly desirable.
• Culturally fit for ITS values.

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 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.
• 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.

Skills

Customer service

Communication skills

Interpersonal skills

MSP experience

Job description

Intelligent Technical Solutions is seeking a Service Coordinator to provide a warm, professional response to client inquiries by phone and email. You will organize the Service Department workflow, manage tickets, schedule onsite resources, monitor team performance, and ensure timely completion and accurate ticketing in ConnectWise.

You will triage tickets, adhere to SOPs, coordinate dispatch, handle procurement for tickets, audit and close tickets, and follow up with clients.