Service Operations Coordinator
Our client operates within the managed IT services sector, providing technical support and service management to clients. They address the challenge of coordinating service requests and technical resource allocation to ensure timely and efficient resolution of client issues through structured processes and a dedicated service department.
About the role
The Service Coordinator manages client communications and coordinates workflow within the Service Department. This role oversees support ticket management, ensures accurate triage, and schedules technical resources. The position contributes to client satisfaction through clear communication, prompt service request handling, and effective tracking of service performance.
Responsibilities
- Respond to client communications via phone and email with a positive and welcoming approach.
- Manage and triage support tickets, ensuring accurate information and priority assignments.
- Follow standard operating procedures for ticket creation and management.
- Coordinate the dispatch of onsite technical resources.
- Audit and close completed tickets.
- Follow up with clients regarding service requests and status updates.
- Use ticketing software to create, review, and manage service tickets across the department.
- Monitor active tickets to identify high-priority cases and ensure timely responses.
- Utilize internal and external knowledge bases to research and resolve issues.
- Assist with documenting procedures and identifying trends to improve ticket handling.
- Perform additional duties as assigned by management.
Requirements
- Strong written and verbal communication skills in English.
- Minimum six months of customer service experience.
- Experience working with managed service providers is highly desirable.
- Flexibility to work daytime or after-hours schedules.
- Home office setup that meets specified computer, internet, audio, and video requirements.
- Ability to successfully complete behavioral and cognitive assessments.
- Ability to provide required clearances, when applicable.
- Alignment with the organization’s values and culture.
Pay
Starting pay rate of $4.00 per hour, with compensation varying based on experience and location.