Intelligent Technical Solutions is hiring a
Service Coordinator, Remote - International

Summary

The Service Coordinator's purpose is to manage tickets, schedule on-site technical resources, and ensure client satisfaction within the Service Department. They are expected to answer incoming calls, triage tickets, adhere to SOPs, coordinate dispatch of onsite resources, audit and close completed tickets, use ConnectWise for ticket management, review all current service department tickets, research and resolve issues independently, identify trends, follow up on patterns, and complete any other tasks assigned by ITS management.

Requirements

• A home office set up that meets the following: A working computer with minimum of 8gb RAM, i5 Windows10 or macOS Big Sur. Stable internet connection with at least 5mbps download and upload. A quality headset with noise cancellation feature for meetings. A mobile phone that has the capacity to install the Microsoft Authentication app. HD webcam
• 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 work full time 40 hrs. a week: 8:00 AM to 5:00 PM PST (Monday to Friday)
• Able to pass our online behavior and cognitive assessments
• Able to provide NBI Clearance (for PH applicants)

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
• 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, 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

Benefits

• Paid US Holiday
• Night Shift Bonus
• Paid Time Off (15 Vacation Days per year)
• Comprehensive Health Plans / HMO (Employee & Dependent/s)
• Life and Accident Insurance
• Accident and Disability Coverage
• Company-paid training and certification
• Health & Wellness Program
• Dental & Vision
• Salary Advancement