Service Coordinator

This is a fully remote position, open to applicants in Connecticut, +4 more states.

📋 Description

• Facilitate the effective utilization of TAC technical resources to meet client requirements and service-level goals.

• Assess, allocate, and redistribute incoming support tickets based on urgency, business significance, client demands, and SLA objectives.

• Organize technical team members' schedules for support tickets, projects, and other service-related activities.

• Oversee ticket queues, unresolved issues, escalations, and service standards.

• Provide clients with updates on ticket status, scheduling, next steps, and anticipated resolution times.

• Respond to incoming support calls and create and document support tickets accordingly.

• Act as a client advocate by recognizing service issues, managing escalations, and ensuring follow-up on concerns.

• Maintain the managed client support portal and associated service information.

• Identify client opportunities and relay them to sales and management teams.

• Keep precise records of activities, tickets, scheduling, and service information in ConnectWise.

• Monitor and respond to emails and voicemails within expected service standards.

• Document client issues, processes, procedures, workflows, and standard operating procedures meticulously.

• Contribute to enhancing team goals, policies, workflows, and service processes.

• Attend technical staff meetings and record meeting notes.

• Collaborate effectively with TAC and ADNET team members.

• Adhere to company policies, standard operating procedures, and core values.

• Undertake other related tasks as assigned.

⛳️ Requirements

• At least three years of relevant professional experience or a suitable combination of education and work experience.

• Capability to organize, prioritize, and manage multiple tasks, schedules, and competing priorities in a dynamic service environment.

• Outstanding written and verbal communication skills.

• Strong attention to detail, commitment to follow-through, logical decision-making, and prioritization of technical support tasks.

• Ability to work methodically with minimal supervision, both independently and in a team.

• Proficiency in speaking, reading, and writing in English.

• Correctable vision and complete hearing ability, including the capacity to differentiate between tones.

• Ability to perform standard office tasks, lift approximately 10–30 pounds, and sit and/or stand for up to 10 hours a day.

• Capability to make sound decisions regarding significant matters affecting ADNET or its clients.

• An Associate's degree in Information Systems or a related field is preferred.

• Experience in coordinating a technical support team, IT service desk, help desk, managed services team, or a similar client-facing technology setting is preferred.

• Familiarity with ConnectWise or a comparable PSA, ticketing, or IT service management platform is preferred.

• Understanding of SLAs, ticket triage, escalation management, technician scheduling, and support queue management is preferred.

• Background in developing or enhancing workflows, processes, documentation, and standard operating procedures is preferred.

• Experience working in an MSP or other high-volume client support environment is preferred.

🏝️ Benefits

• Fully remote position.

• Opportunities for growth and learning.

• Comprehensive employee benefits.

• Commitment to company innovation.

• Access to relevant education, training, and professional development objectives.

• Clear career paths for various role types.

• An inclusive work environment.

• Equal opportunity employment.