Service Coordinator

Internetworks•Portland, OR

16d•$25 - $35•Onsite

About The Position

When our clients send the help signal, you answer the call. You’re the friendly voice on the other end of the phone, the one who keeps the service team running like a well-oiled machine, and the reason our clients feel like someone truly has their back. When priorities are competing and someone needs to call it, that someone is you. If you thrive in a fast-paced environment, have a knack for juggling multiple things at once, and love bringing order to chaos — we think this might just be your lucky day. Founded in 1997, Internetworks is a Portland-based managed IT services provider supporting over 200 small businesses and nonprofits. We’re known for treating our clients like neighbors, not ticket numbers, and our team reflects that: collaborative, genuine, and good at what they do. We’ve been recognized as one of Oregon’s 100 Best Companies to Work For, and we take that seriously. A realistic day in this role looks like: phones ringing, emails coming in, tickets opening, technicians needing direction, clients wanting status checks, and you managing all of it at once with a steady hand and a warm voice. It’s interrupt-driven by design. Context-switching isn’t a bug of this job, it’s the job, and the right person for this role makes quick calls confidently and keeps things moving without needing all the answers first.

Requirements

Excellent verbal and written communication skills, warm and professional under pressure
Real customer service experience in a high-volume, fast-paced environment: think busy restaurant, medical office, legal reception, hospitality, or similar roles where you were managing competing priorities and making quick judgment calls
Decisiveness: you’re comfortable calling the priority when three things need attention at once, and you don’t need perfect information to make a good call
A natural ability to direct traffic and coordinate people without having formal authority over them. You’re not anyone’s manager, but the team looks to you to set the tone and keep things on track
Strong organizational instincts and the ability to reprioritize on the fly without losing track of what’s open
Comfort with technology and ability to learn new tools quickly
A genuinely warm, patient, people-first personality that comes through even on a busy day

Nice To Haves

Experience in a dispatch, scheduling, or intake role
Familiarity with ConnectWise or any ticketing/PSA system
Prior MSP or IT environment experience

Responsibilities

Answer inbound calls and emails from clients, triage their requests, and get them into the right hands quickly
Dispatch technicians using ConnectWise, matching the right resource to the right ticket and making prioritization calls when the queue gets busy
Monitor the open ticket queue throughout the day, following up on anything that’s stalled, in the wrong status, or missing communication
Keep clients informed on ticket progress and set accurate expectations
Deflect and resolve tickets that don’t require a technician: answering scope questions, routing requests to sales, closing out issues that just need a human response
Coordinate scheduling for onsite visits and time-sensitive work
Partner with the Service Manager to keep the queue clean, flag trends, and identify recurring issues