Service Coordinator

New Era Software Solutions and Technology Philippines Corp.; Cebu City; Hybrid; PHP 335,000 - 670,000; Full time

Benefits offered by this job

13th month pay

Health and Wellness Reimbursement

Sunlife Group Insurance

Work equipment provided

Non-taxable allowance

Job summary

New Era Technology is seeking a Service Coordinator to support partners in a 24x7 environment, coordinating events and service delivery, reporting to the Operations Lead. Hybrid work setup with 2 days onsite and 3 days WFH at IT Park Cebu.

The role involves handling tickets from creation to resolution, onboarding technicians, supporting partner recruitment, and ensuring quality service delivery in a fast-paced setting. Strong communication and documentation are essential.

Qualifications

• 2–5 years of experience in call handling, dispatch coordination, customer support, and service operations.
• Experience using enterprise ticketing systems and incident/service request management.
• Strong communication, documentation, and cross-functional collaboration skills.

Responsibilities

• Coordinate onsite and remote service requests and ensure timely delivery of support.
• Maintain master list of active technicians and onboard training.
• Manage customer tickets from creation to resolution with accurate documentation.
• Provide Level 1 support and escalate when required.
• Schedule, dispatch, and monitor service activities and resource allocation.
• Prepare operational reports and shift handovers.

Skills

Call handling

Dispatch coordination

Customer support

Service operations

Ticketing systems

Incident management

CRM

Documentation

Cross-functional collaboration

Tools

Ticketing system

Job description

What is the role

The Service Coordinator role supports partners in a 24x7x365 environment, utilizing enterprise ticketing systems and coordinating events and service delivery activities. Reporting to the Operations Lead, this role serves as a liaison between customers, vendors, and partners, with a strong focus on supporting the partner community and ensuring operational excellence.

The following include but may not be limited to the responsibilities of the Service Coordinator:

• Coordinate onsite and remote service requests, ensuring timely delivery of customer support services.
• Maintain the master list of active technicians (badged and non-badged).Coordinate technician onboarding, training, and skillset validation.
• Support recruiting and onboarding activities for new partners.
• Managed customer tickets from creation through resolution, maintaining accurate documentation and ownership.
• Provided Level 1 customer support, handling inquiries, troubleshooting issues, and escalating when required.
• Schedule and monitor service activities, dispatches, and resource allocation to meet service requirements.
• Maintain detailed records within ticketing systems, ensuring accurate and timely updates.
• Collaborate with technicians, vendors, and internal teams to coordinate service delivery and issue resolution.
• Review service reports and technician deliverables, ensuring quality standards and documentation requirements were met.
• Support billing, work validation, and vendor payment processes through accurate record review.
• Follow established procedures and escalation paths to ensure efficient service operations.
• Prepare operational reports and shift handovers to support business continuity and team alignment.

Work Set-up / Work Schedule

• Hybrid (2x days onsite, 3x days WFH)
• Office location: IT Park Cebu
• 8:00 AM – 5:00 PM EST

Who we are looking for

• Must have 2-5 years of experience in call handling, dispatch coordination, customer support, and service operations.
• Experience using enterprise ticketing systems and following industry best practices for incident and service request management.
• Knowledge of communication software, basic data communications, and PC applications.
• Understanding basic network topologies, voice services, and data networking concepts.
• Strong communicator with excellent telephone etiquette, customer relationship management, and proven ability to resolve customer issues while maintaining high levels of customer satisfaction and service excellence.
• Quick learner who adapts to diverse customer environments and evolving technologies, with strong interpersonal skills to build relationships, manage expectations, and collaborate effectively with cross-functional teams.
• Self-motivated and results-driven professional with excellent documentation and record-keeping skills, strong attention to detail, and a commitment to continuous improvement.

What we offer

• Work flexibility (Permanent WFH/Hybrid Set Up)
• Non-taxable allowance
• Day 1 HMO + 1 free dependent
• Sunlife Group Insurance
• Health and Wellness Reimbursement Benefits
• Company Salary Loans
• Government contributions
• Assistance with government loan payments
• 13th month pay
• Night differential pay
• Holiday pay (for hours worked on holidays)
• Mandated Leaves
• Work equipment provided

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you.

New Era Technology, LLC., and its subsidiaries ("New Era" "we", "us", or "our") in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions ("Solutions").

View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/

We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com. If you suspect fraudulent activity, please contact us immediately at••••@neweratech.com.