Service Coordinator

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

The Service Coordinator’s purpose is to provide a positive, warm and welcoming response to all communications received from clients by phone and email. They help organize and facilitate the flow of work through the Service Department, including the managing of tickets, scheduling of on-site technical resources, monitoring of all work on each Service team, and entering new work into the ticketing system for completion by Service.

Job 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 Standard Operating Procedures (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. This includes editing tickets, handling workflows, changing ticket statuses, and coordinating with internal staff to identify specific issues or problems preventing work from being completed.
• 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.

Job Qualifications

• Strong written and verbal communication skills
• Fluent in written and spoken in English
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• At least 6 months of Customer Service Experience.
• Culturally Fit.
• Experience with Managed Service Providers (MSPs) is highly desirable.
• Flexible and willing to work a rotating schedule, including daytime and after-hours shifts, as required.

Job KPI's

• SLA response time / Time to Triage
• Tickets audited per week
• Answered calls per week
• Live answer all calls

Job Requirements

• A home office set up that meets the following:
  • Windows 11 with an Intel i5 or i7 (8th generation or newer), or
  • AMD Ryzen 5 or 7 (2000 series or newer), or
  • macOS 12 or newer.
• Computer: A working computer with a minimum of 8GB RAM and one of the following:
• Internet: Stable internet connection with at least 5 Mbps download and upload speeds.
• Audio Equipment: A quality headset with a noise-cancellation feature for meetings.
• Mobile Device: A smartphone capable of installing the Microsoft Authenticator app.
• Webcam: An HD webcam for video calls.
• A very strong cultural fit the ITS way (Our core values will be discussed during the interview)
• Excellent command of the English language both spoken and written
• Able to pass our online behavior and cognitive assessments.
• Able to provide NBI Clearance (for PH applicants).

Compensation

Pay rate starts at $4.00/hr and may vary by experience and location.

• Life Insurance
• Flexible Benefit Reimbursement (Dental/Vision/Mental Health/Wellness/Government Contributions)
• Paid Time Off (starts at 15 days per year)
• Maternity/Paternity Leave
• Paid US Holiday
• Night Shift Bonus
• Salary Advancement/Loan
• Health & Wellness Program
• Company-paid training and certification