Summary: We are seeking a highly organized, proactive, and customer-focused Service Coordinator to join our growing Managed Service Provider (MSP) team, serving as the first point of contact for clients. Highlights: 1. Opportunity to join a growing Managed Service Provider (MSP) team. 2. Role for organized, proactive, and customer-focused individuals. 3. Seeking a dependable, goal-oriented professional eager for growth. **About the Role** We are seeking a highly organized, proactive, and customer\-focused Service Coordinator to join our growing Managed Service Provider (MSP) team. This role serves as the first point of contact for our clients, ensuring every request is handled professionally, documented accurately, and routed efficiently. The ideal candidate is comfortable answering a high volume of phone calls, knows how to ask the right questions to understand technical issues, gathers complete and accurate information, and ensures every client request is properly prioritized and assigned. While this is not a hands\-on technical support role, a basic understanding of IT environments and terminology is essential. We're looking for someone who is dependable, goal\-oriented, eager to grow professionally, and thrives in a fast\-paced environment with minimal supervision. **Key Responsibilities** * Answer inbound service calls with professionalism and outstanding customer service. * Ask effective questions to clearly understand the client's technical issue or service request. * Gather complete and accurate information before creating service tickets. * Create, prioritize, and manage tickets using ConnectWise or a similar PSA platform. * Coordinate and dispatch tickets to the appropriate engineer or technician based on priority and urgency. * Monitor ticket progress and follow up to ensure timely resolution. * Keep clients informed by providing updates throughout the service process. * Maintain detailed and accurate documentation for every client interaction. * Coordinate multiple service requests while maintaining excellent organization and attention to detail. * Work closely with technical teams to ensure efficient communication and workflow. * Take ownership of assigned responsibilities and perform effectively with minimal supervision. **Required Qualifications** * Previous experience working for a Managed Service Provider (MSP) is preferred. * Experience using ConnectWise or a similar PSA/ticketing system. * Excellent verbal and written English communication skills. * Comfortable answering inbound phone calls throughout the day. * Strong customer service skills with a professional and friendly phone presence. * Ability to ask thoughtful, detailed questions to gather the information technicians need. * Highly organized with excellent multitasking and time management skills. * Basic understanding of IT terminology, Microsoft 365, Windows environments, and common technical issues. * Self\-motivated, dependable, and capable of working independently. **What We're Looking For** * Excellent communication and active listening skills. * Strong organizational and coordination abilities. * A proactive mindset with exceptional attention to detail. * Someone who enjoys helping people and solving problems. * Goal\-oriented with both personal and professional growth ambitions. * A team player who takes initiative and is accountable. * Someone seeking a long\-term career with opportunities for advancement within a growing MSP. * Positive attitude, reliability, and a willingness to continuously learn and improve. **Important Application Instructions** * **Please submit your resume in English.** Resumes submitted in any other language will not be considered. * **Compensation:** **$1,200–$1,500 USD per month**, depending on experience, technical knowledge, and overall qualifications. Compensation may be negotiable for candidates with exceptional skills and relevant MSP experience. Job Type: Full\-time Application Question(s): * Which PSA or ticketing systems have you used? (ConnectWise, Autotask, HaloPSA, ServiceNow, Zendesk, Jira, etc.) * Are you comfortable answering inbound phone calls in English throughout the workday? Experience: * MSP / IT: 1 year (Required) Language: * English (Required) Work Location: Remote
Valentina Rodríguez
Indeed · HR
Valentina Rodríguez
Indeed · HR
