Service Operations Coordinator

Intelligent Technical Solutions; United States; Remote; USD 5,500 - 11,000; Full time

Benefits offered by this job

Comprehensive Health Plans / HMO

Life Insurance

Flexible Benefit Reimbursement

Paid Time Off

Maternity/Paternity Leave

US holiday

Night Shift Bonus

Salary Advancement/Loan

Wellness Program

Company-paid training and certs

Job summary

Intelligent Technical Solutions is seeking a Service Coordinator to respond warmly to client inquiries by phone and email, organize work flow in the Service Department, manage tickets, schedule on-site resources, and ensure timely completion. The role uses ConnectWise for ticketing and requires strong English communication and a solid customer-service background.

A home office setup is required and the pay rate starts at $4.00/hr, with potential variation by experience and location.

Qualifications

• Strong written and verbal communication skills.
• Exceptional interpersonal skills with rapport-building and listening abilities.
• At least 6 months of customer service experience.
• Culturally fit for ITS environment.
• Experience with Managed Service Providers (MSPs) is highly desirable.

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.
• Adherence to SOPs relating to ticket creation.
• Coordinate dispatch of onsite resources as needed.
• Follow procurement process with incoming equipment for service tickets.
• 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 and respond to email-originated tickets.
• Identify high-priority tickets and notify the appropriate Service staff.
• Research and resolve issues using knowledge bases, documents, and resources.
• Help the team identify trends and gaps in ticket handling.
• Complete any other tasks as assigned by ITS management.

Skills

Communication skills

Interpersonal skills

Customer service experience

Cultural fit

MSP experience desired

Tools

ConnectWise

Job description

Intelligent Technical Solutions is seeking a Service Coordinator to respond warmly to client inquiries by phone and email, organize work flow in the Service Department, manage tickets, schedule on-site resources, and ensure timely completion. The role uses ConnectWise for ticketing and requires strong English communication and a solid customer-service background.

A home office setup is required and the pay rate starts at $4.00/hr, with potential variation by experience and location.