Remote MSP Service Coordinator — Tickets & Dispatch

Itsasap; Holiday (FL); Hybrid; USD 5,500 - 11,000; 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 certification

Job summary

Itsasap is seeking a Service Coordinator to provide a warm response to clients by phone and email, manage tickets, schedule on-site resources, and enter new work into the ticketing system for completion by the Service team.

You will use ConnectWise to manage tickets, triage issues, coordinate with internal staff, and audit ticket closures. A rotating schedule and strong English proficiency are required for success in this role.

Qualifications

• Strong written and verbal communication skills.
• Fluent in written and spoken English.
• Exceptional interpersonal skills with focus on rapport-building, listening and questioning.
• At least 6 months of customer service experience.
• Culturally fit for ITS environment.
• Experience with Managed Service Providers (MSPs) is highly desirable.
• Flexible and willing to work rotating day and after-hours shifts.

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.
• 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, including replying to email-originated tickets to acknowledge receipt, identifying high-priority tickets, and ensuring timely handling.
• Use knowledge bases to research and resolve issues and document procedures.
• Help the team identify trends and gaps in ticket handling.
• Complete any other tasks as assigned by ITS management.

Skills

Communication

English fluency

Interpersonal skills

Customer service experience

MSP experience

Flexible schedule

Cultural fit

Assessment readiness

Tools

ConnectWise

Job description

Itsasap is seeking a Service Coordinator to provide a warm response to clients by phone and email, manage tickets, schedule on-site resources, and enter new work into the ticketing system for completion by the Service team.

You will use ConnectWise to manage tickets, triage issues, coordinate with internal staff, and audit ticket closures. A rotating schedule and strong English proficiency are required for success in this role.