Overview
Service Coordinator (Remote) Jobs in United States at RemoteHunter
Title: Service Coordinator (Remote)
Company: RemoteHunter
Location: United States
About Our Client
The organization operates within the managed service provider (MSP) sector, addressing the challenge of coordinating and managing IT service operations efficiently. By focusing on structured ticket management and resource scheduling, the program aims to ensure effective service delivery and timely resolution of client issues.
The organization supports its service teams with a systematic approach to workflow management and client communication, contributing to improved operational accountability and client satisfaction.
About the Opportunity
The Service Coordinator role is designed to facilitate smooth operations within the Service Department by managing client communications, organizing workflow, and ensuring timely completion of service tickets. This position plays a key role in maintaining service quality and responsiveness, directly impacting client satisfaction and operational efficiency.
The Service Coordinator acts as a central point for ticket management, dispatch coordination, and team accountability, supporting the overall effectiveness of the service delivery process.
Responsibilities
- Answer incoming calls and coordinate support tickets during shift hours
- Triage tickets ensuring accuracy in contacts, types, priority, and summaries
- Follow Standard Operating Procedures for ticket creation
- Dispatch onsite resources as required
- Manage procurement process for incoming equipment on service tickets
- Audit and close completed tickets
- Follow up on client requests for updates
- Use ConnectWise for creating, reviewing, and managing service tickets
- Monitor all current tickets for prioritization and timely handling
- Utilize knowledge bases to research and resolve issues independently
- Assist in documenting coordinator procedures and policies
- Identify trends and gaps in ticket handling and support corrective actions
- Perform other tasks as assigned by ITS management
Requirements
- Strong written and verbal communication skills
- Exceptional interpersonal skills emphasizing rapport-building and listening
- Minimum six months of customer service experience
- Experience with Managed Service Providers is highly desirable
- Flexibility to work daytime or after hours on Pacific Standard Time
- Home office setup including:
- Computer with at least 8GB RAM and Windows 11 (Intel i5/i7 8th gen or newer), AMD Ryzen 5/7 (2000 series or newer), or macOS 12 or newer
- Stable internet with minimum 5 Mbps download/upload speeds
- Quality noise-cancelling headset
- Smartphone capable of Microsoft Authenticator app installation
- HD webcam for video calls
- Strong alignment with the organization's culture and core values
- Excellent English proficiency in speaking and writing
- Ability to pass online behavior and cognitive assessments
- Ability to provide NBI Clearance (for Philippine applicants)
Compensation
The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors.
Benefits & Perks
- Comprehensive Health Plans / HMO (Employee and Dependents)
- Life Insurance
- Flexible Benefit Reimbursement (Dental, Vision, Mental Health, Wellness, Government Contributions)
- Paid Time Off starting at 15 days per year
- Maternity and Paternity Leave
- Paid US Holidays
- Night Shift Bonus
- Salary Advancement / Loan
- Health and Wellness Program
- Company-paid training and certification
Equal Opportunity Statement
Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company's career page or ATS.
