Role Summary:
We’re looking for a proactive, customer-obsessed Service Coordinator to take the lead on delivering exceptional customer service while keeping our techs efficient and our clients happy. This is a high-impact, multi-tasking role that requires a sharp mind, strong communication skills, and the ability to juggle tickets, techs, trends, and time — all at once.
Key Responsibilities:
Frontline Communication:
- Answer phones and emails with a calm, upbeat, solutions-first attitude
- Gather full ticket details on intake — no back-and-forths if it can be avoided
- Clearly communicate next steps, ETA, or scheduling windows to clients
Ticket Management & Dispatch
- Prioritize, categorize, and assign tickets to techs
- Ensure all tickets are complete: contact info, priority, schedule, customer notes
- Monitor and manage Fast Track tickets separately
- Coordinate with technicians on availability and schedule
Customer Experience Ownership
- Ensure customers are always in the know — no surprises
- Proactively notify clients of updates or delays (before they ask!)
- Set expectations realistically and deliver better-than-promised results
- Make sure two coordinators are available at all times to answer calls
Service Board Oversight
- Review ticket queues hourly, keep the machine moving
- Keep techs on schedule and within SLAs
- Escalate overdue, repeated, or offline issues
- Ensure consistent process adherence by techs
Operations Feedback & Efficiency
- Detect trends and flag recurring issues
- Suggest process improvements and automation ideas
- Flag exceptional or underperforming tech behavior
- Capture and relay customer feedback
Light Tech Work (Optional Bonus)
- Basic admin tasks like resetting passwords or entering credentials
What you will bring to the table:
Positive, proactive mindset with a love for helping people, Exceptional multitasking and prioritization skills, Comfortable working in a high-volume, fast-paced support environment, Strong attention to detail – nothing gets past you, Familiarity with ticketing systems / PSA tools (ConnectWise, Autotask, etc.), Experience in an MSP or similar IT service environment – major plus, Tech savvy enough to follow what’s going on without getting lost in the weeds
Great opportunity for the right individual. Send resume to [email protected].