Remote IT Service Coordinator: Client‑Focused Support

Visa Hunt; United States; On-site; USD 55,000 - 60,000; Full time

Job summary

ADNET Technologies in the United States is seeking a Service Coordinator for a 100% remote role. You will prioritize and route support tickets, schedule TAC engineers, monitor SLAs, and manage client communications using ConnectWise.

The position emphasizes strong organization, effective prioritization, and professional client interactions to ensure timely resolution and high service quality. Applicants should have at least three years of relevant experience, excellent written and verbal

Qualifications

• Minimum of three years of relevant professional experience or a combination of relevant education and work experience.
• Demonstrated ability to organize, prioritize, and manage multiple tasks, schedules, and competing priorities in a fast-paced service environment.
• Exceptional written and verbal communication skills with the ability to communicate professionally with clients, technical staff, and internal stakeholders.
• Strong attention to detail, follow-through, logical decision-making, and the ability to prioritize technical support work based on business impact and client needs.
• Ability to work methodically with minimal supervision while remaining productive both independently and as part of a collaborative team.

Responsibilities

• Coordinate the efficient use of TAC technical resources to support client needs and service-level objectives.
• Prioritize incoming support tickets based on urgency, business impact, client needs, and established service procedures.
• Assign support tickets to the appropriate technical resources and reassign tickets as necessary to meet SLA targets and maintain client satisfaction.
• Schedule technical team members for support tickets, projects, and other service activities.
• Monitor ticket queues, outstanding issues, escalations, and service levels to help ensure timely client support.
• Provide clients with timely updates regarding support ticket status, scheduling, next steps, and expected resolution.
• Communicate scheduling changes to clients and coordinate with ADNET team members to make necessary resource adjustments.
• Answer incoming support calls and accurately create and document support tickets.
• Serve as a client advocate by identifying service concerns, coordinating appropriate escalation, and following up to ensure issues are addressed.
• Practice closed-loop communication by following up with clients throughout the support process and confirming service expectations have been met.
• Assist with maintaining the managed client support portal and related service information.
• Perform administrative responsibilities that support strong client and vendor relationships.
• Identify appropriate client opportunities and communicate them to ADNET's sales and management teams.
• Maintain accurate daily activity, ticket, scheduling, and service information in ConnectWise.
• Monitor email and voicemail throughout the workday and respond to messages within established service expectations.
• Identify, document, and report client issues or concerns to the appropriate team members.
• Document the processes and procedures associated with the Service Coordinator role and keep documentation current.
• Help create and improve team goals, policies, workflows, and standard operating procedures to increase efficiency and improve the client experience.
• Stay current on industry trends and technologies that may affect service operations or client expectations.
• Participate in technical staff meetings, document meeting notes, and be prepared to discuss client issues and service delivery concerns.
• Collaborate with team members and proactively provide information and assistance that contributes to the success of the TAC and ADNET.
• Work with your supervisor to pursue relevant education, training, and professional development objectives.
• Follow ADNET policies, standard operating procedures, and core values, including Passion, Integrity, Accountability, Focus, and Professionalism.
• Perform other responsibilities related to the Service Coordinator role as assigned by your supervisor.

Skills

Organization

Prioritization

Communication

Remote work

Ticket routing

Education

Associate's degree in Information Systems or related field

Tools

ConnectWise

Job description

ADNET Technologies in the United States is seeking a Service Coordinator for a 100% remote role. You will prioritize and route support tickets, schedule TAC engineers, monitor SLAs, and manage client communications using ConnectWise.

The position emphasizes strong organization, effective prioritization, and professional client interactions to ensure timely resolution and high service quality. Applicants should have at least three years of relevant experience, excellent written and verbal