Service Coordinator

New Charter Technologies • Paris, MA

9d • $55,000 - $60,000 • Remote

About The Position

ADNET Technologies is seeking a Service Coordinator to join their Technical Assistance Center (TAC) in a 100% remote position. This role is responsible for coordinating technical support operations and delivering an exceptional client experience. The Service Coordinator will partner with clients, TAC engineers, technical resources, and service delivery leadership to prioritize and route support tickets, coordinate technician schedules and project work, monitor service levels, and manage client communications. They will utilize ConnectWise and established service management processes to track daily activity, maintain accurate ticket information, manage escalations, and ensure support requests are resolved efficiently. The ideal candidate will be adept at balancing multiple priorities, making sound scheduling and ticket-routing decisions based on client impact, urgency, resource availability, and SLA requirements. They will also maintain closed-loop communication with clients, proactively follow up on outstanding issues, identify opportunities for service process improvement, and help the TAC team consistently deliver a responsive and professional support experience.

Requirements

• Minimum of three years of relevant professional experience or a combination of relevant education and work experience.
• Demonstrated ability to organize, prioritize, and manage multiple tasks, schedules, and competing priorities in a fast-paced service environment.
• Exceptional written and verbal communication skills with the ability to communicate professionally with clients, technical staff, and internal stakeholders.
• Strong attention to detail, follow-through, logical decision-making, and the ability to prioritize technical support work based on business impact and client needs.
• Ability to work methodically with minimal supervision while remaining productive both independently and as part of a collaborative team.

Nice To Haves

• Associate's degree in Information Systems or a related field.
• Experience coordinating a technical support team, IT service desk, help desk, managed services team, or similar client-facing technology environment.
• Experience with ConnectWise or a comparable professional services automation (PSA), ticketing, or IT service management platform.
• Familiarity with service-level agreements (SLAs), ticket triage, escalation management, technician scheduling, and support queue management.
• Experience developing or improving workflows, processes, documentation, and standard operating procedures to increase service team efficiency and client satisfaction.
• Experience working in a managed service provider (MSP) or other high-volume client support environment.

Responsibilities

• Coordinate the efficient use of TAC technical resources to support client needs and service-level objectives.
• Prioritize incoming support tickets based on urgency, business impact, client needs, and established service procedures.
• Assign support tickets to the appropriate technical resources and reassign tickets as necessary to meet SLA targets and maintain client satisfaction.
• Schedule technical team members for support tickets, projects, and other service activities.
• Monitor ticket queues, outstanding issues, escalations, and service levels to help ensure timely client support.
• Provide clients with timely updates regarding support ticket status, scheduling, next steps, and expected resolution.
• Communicate scheduling changes to clients and coordinate with ADNET team members to make necessary resource adjustments.
• Answer incoming support calls and accurately create and document support tickets.
• Serve as a client advocate by identifying service concerns, coordinating appropriate escalation, and following up to ensure issues are addressed.
• Practice closed-loop communication by following up with clients throughout the support process and confirming service expectations have been met.
• Assist with maintaining the managed client support portal and related service information.
• Perform administrative responsibilities that support strong client and vendor relationships.
• Identify appropriate client opportunities and communicate them to ADNET's sales and management teams.
• Maintain accurate daily activity, ticket, scheduling, and service information in ConnectWise.
• Monitor email and voicemail throughout the workday and respond to messages within established service expectations.
• Identify, document, and report client issues or concerns to the appropriate team members.
• Document the processes and procedures associated with the Service Coordinator role and keep documentation current.
• Help create and improve team goals, policies, workflows, and standard operating procedures to increase efficiency and improve the client experience.
• Stay current on industry trends and technologies that may affect service operations or client expectations.
• Participate in technical staff meetings, document meeting notes, and be prepared to discuss client issues and service delivery concerns.
• Collaborate with team members and proactively provide information and assistance that contributes to the success of the TAC and ADNET.
• Work with your supervisor to pursue relevant education, training, and professional development objectives.
• Follow ADNET policies, standard operating procedures, and core values, including Passion, Integrity, Accountability, Focus, and Professionalism.
• Perform other responsibilities related to the Service Coordinator role as assigned by your supervisor.

Benefits

• The job description does not explicitly list benefits, but mentions professional development objectives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree