Service Coordinator
On-siteMakati, Cagayan Valley, Republic of the Philippines
Job Summary
Triage, prioritize, and assign incoming service and project tickets in ConnectWise Manage based on urgency, impact, and engineer capacity. Manage daily engineer schedules, balancing firm commitments, emergencies, and project time so work keeps moving forward. Maintain ticket hygiene and data quality across the board so every ticket is clear, correctly categorized, and actionable. Keep clients informed with timely, professional updates that match the priority of their issue. Monitor open tickets for stalls, past-due dates, and time-on-ticket thresholds, and escalate per protocol. Give the Service Manager operational visibility through accurate queue data and basic reporting. This role operates as the operational hub of the IT service desk, requiring frequent contact with clients, engineers, leadership, and vendors. The position handles service and project tickets in the same operational manner for scheduling, assignment, follow-up, and escalation. Candidates must be willing to accept a long-term work-from-home arrangement and amenable to a permanent night shift schedule.
Required Qualifications
- Three or more years of customer service experience
- Working familiarity with current business hardware, software, and mobile devices
- Proficiency with core business software such as email, calendaring, and ticketing or CRM tools
- Strong written and verbal communication
- Ability to multitask, prioritize, and make sound decisions in a fast-paced, changing environment
- Highly organized and detail-oriented
- Strong bias toward follow-through
- Willingness to accept a long-term work-from-home arrangement
- Amenability to a permanent night shift schedule
Desired Qualifications
- Ideally in a technology or service-desk environment
- Comfort learning and working within a PSA or ticketing platform
- ConnectWise Manage
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.