[Remote] Service Coordinator (Remote)
Note: The job is a remote job and is open to candidates in USA. RemoteHunter is a company operating in the managed IT services sector, focusing on efficient coordination of technical support and service delivery. The Service Coordinator role is essential for managing client communications, organizing support tickets, and ensuring timely service progress to enhance client satisfaction.
Responsibilities
- Answer incoming calls and coordinate support tickets during shifts
- Triage tickets accurately with proper contact, priority, and details
- Follow Standard Operating Procedures for ticket creation
- Dispatch onsite resources as needed
- Manage procurement processes for service equipment
- Audit and close completed tickets
- Follow up with clients upon request for updates
- Use ConnectWise to create, review, and manage service tickets
- Regularly review service tickets, respond to customers, and identify high-priority or delayed tickets
- Use knowledge bases to research and resolve issues independently
- Assist in documenting procedures and policies
- Identify trends and gaps in ticket handling
Skills
- Minimum of 6 months customer service experience
- Strong written and verbal communication skills in English
- Exceptional interpersonal skills focused on rapport-building and active listening
- Ability to pass online behavior and cognitive assessments
- Flexibility to work daytime or after hours in Pacific Standard Time
- Home office setup: Computer (8GB+ RAM, recent OS), stable internet (5 Mbps min), noise-canceling headset, smartphone for Microsoft Authenticator, and HD webcam
- Ability to provide NBI Clearance (for Philippine applicants)
- Experience with Managed Service Providers (MSPs)
- Cultural fit with the organization's values
Benefits
- Paid US holidays and night shift bonus
- Paid time off (15 vacation days per year)
- Comprehensive health plans / HMO for employees and dependents
- Dental, vision, life, and accident insurance
- Accident and disability coverage
- Company-paid training and certification
- Health and wellness program
- Opportunities for salary advancement
Company Overview