Service Coordinator (International)

Job Description

The Service Coordinator’s purpose is to provide a positive, warm and welcoming response to all communications received from clients by phone and email. They help organize and facilitate the flow of work through the Service Department, including the managing of tickets, scheduling of on-site technical resources, monitoring of all work on each Service team, holding teams accountable for work not being completed in a timely fashion, and entering new work into the ticketing system for completion by Service.

Job 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 Depar