Service Coordinator

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as the initial point of contact for help desk inquiries and service requests.

• Ensure compliance with service standards and policies for every ticket.

• Allocate inbound tickets to the most suitable team or individual for each issue.

• Maintain proactive communication with team members and clients to guide issues towards resolution.

• Accurately document all customer interactions in detail within the ticketing system.

• Monitor service boards throughout the day to guarantee timely resolution of tickets.

• Review tickets from the previous day for any errors or missing information.

• Collaborate with the Service Manager and Escalation Team to appropriately assign tickets, manage special situations, and escalate issues when necessary.

• Ensure that orders are prepared and organized for upcoming installations.

• Assess the quality of service to guarantee client satisfaction and identify potential training needs.

• Identify recurring trends and issues, reporting findings to prevent temporary solutions or repetitive troubleshooting.

• Conduct daily board reviews to ensure tickets are investigated and resolved, and that clients receive ongoing updates as required.

⛳️ Requirements

• Associate degree in a related discipline, or equivalent relevant experience.

• 1–3 years of experience in roles such as Service Coordinator, Scheduling/Dispatch, Customer Service, Help Desk, Incident Management, or similar.

• Familiarity with ticket management or service management systems, including ConnectWise, ServiceNow, or comparable platforms.

• Strong skills in ticket and workflow management, including tracking requests from initial intake to resolution and ensuring timely updates and follow-ups.

• Experience in scheduling and dispatching, which includes managing calendars, booking appointments, routing resources, and adjusting schedules as priorities or emergencies arise.

• Exceptional customer service and client communication skills, with the ability to confidently manage frequent phone calls and email correspondence.

• Proficient spoken and written English, capable of listening, understanding, processing, and responding to client information accurately and efficiently in real-time.

• Ability to gather accurate information, ask insightful questions, identify client needs, and provide suitable initial troubleshooting or route issues to the correct resource.

• Proven ability to multitask, prioritize competing requests, and operate effectively in a fast-paced environment.

• Capability to coordinate and communicate effectively across clients, engineers, management, billing, procurement, and other internal teams.

• Strong organizational skills and meticulous attention to detail, particularly when managing tickets, service records, and technician notes.

• Ability to proactively anticipate needs, follow up on outstanding items, and ensure that issues do not slip through the cracks.

• Proficient in general and specialized software, with the capacity to quickly learn new systems and platforms.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work environment and supportive team culture.