Service Coordinator: 24/7 Ops & Customer Support Lead

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

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.