Intelligent Technical Solutions
via Greenhouse
Service Coordinator (Remote)
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 1d ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 27d ago
The date the source published, not the day we noticed it (2026-08-19). Last seen at its source 4h ago.
Is it remote?
The listing says yes
The location field doesn't say remote, so our assessment is based on the title or the description. Read the listing before applying.
Who may apply?
Available worldwide
The description states no restriction of its own. This is the source's own tag.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
greenhouse employer's own board first seen 11d ago · last seen 4h ago
The listing
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, 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.
- 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 Department. This includes editing tickets, handling workflows, changing ticket statuses, and coordinating with internal staff to identify specific issues or problems preventing work from being completed.
- Regular review of all current Service Department tickets, to include responding to email-originated tickets to let the customer know it has been received, to identify high-priority tickets and notify the appropriate Service staff, and to identify tickets which are not being handled promptly.
- Use internal and external knowledge bases and resources to research and resolve issues independently, as well as to assist in documenting coordinator procedures and policies.
- Help the team identify trends, follow up on patterns, and address gaps in ticket handling.
- Complete any other tasks as assigned by ITS management.
Job Qualifications
- Strong written and verbal communication skills
- Fluent in written and spoken in English
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
- At least 6 months of Customer Service Experience.
- Culturally Fit.
- Experience with Managed Service Providers (MSPs) is highly desirable.
- Flexible and willing to work a rotating schedule, including daytime and after-hours shifts, as required.
Job KPI's
- SLA response time / Time to Triage
- Tickets audited per week
- Answered calls per week
- Live answer all calls
Job Requirements
- A home office set up that meets the following:
- Windows 11 with an Intel i5 or i7 (8th generation or newer), or
- AMD Ryzen 5 or 7 (2000 series or newer), or
- macOS 12 or newer.
- Computer: A working computer with a minimum of 8GB RAM and one of the following:
- Internet: Stable internet connection with at least 5 Mbps download and upload speeds.
- Audio Equipment: A quality headset with a noise-cancellation feature for meetings.
- Mobile Device: A smartphone capable of installing the Microsoft Authenticator app.
- Webcam: An HD webcam for video calls.
- A very strong cultural fit the ITS way (Our core values will be discussed during the interview)
- Excellent command of the English language both spoken and written
- Able to pass our online behavior and cognitive assessments.
- Able to provide NBI Clearance (for PH applicants).
Compensation
Pay rate starts at $4.00/hr and may vary by experience and location.
Benefits
- Comprehensive Health Plans / HMO (Employee & Dependent/s)
- Life Insurance
- Flexible Benefit Reimbursement (Dental/Vision/Mental Health/Wellness/Government Contributions)
- Paid Time Off (starts at 15 days per year)
- Maternity/Paternity Leave
- Paid US Holiday
- Night Shift Bonus
- Salary Advancement/Loan
- Health & Wellness Program
- Company-paid training and certification
Fraud Alert – Recruitment Scams
Intelligent Technical Solutions (ITS) has been made aware of fraudulent job postings and communications misrepresenting our company. Applicants are advised to exercise caution and apply only through official ITS channels.
- ITS does not request payment or financial information at any stage of the hiring process.
- Sensitive personal information (e.g., Social Security numbers) will not be requested prior to a formal offer.
- We have become aware of fake profiles on LinkedIn, Facebook, and other social media platforms impersonating our employees and falsely claiming to represent our company. Please exercise caution when interacting with these accounts.
- If you receive suspicious messages or requests, do not engage. Report them to careers@itsasap.com.
- All verified job openings are posted here: https://www.itsasap.com/job-openings