Service Coordinator

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🦌 Connecticut, Florida, +3 more states – Remote

🦌 Connecticut – Remote 🐊 Florida – Remote 🌲 North Carolina – Remote 🍂 Massachusetts – Remote 🌴 South Carolina – Remote

💵 $55k - $60k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

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New Charter Technologies

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2018

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

New Charter Technologies is a leading platform comprised of high-performing Managed Service Providers (MSPs) across North America, specializing in IT solutions for small and medium-sized businesses. They offer a comprehensive range of services including IT managed services, co-managed IT, consulting, outsourcing, and advanced cybersecurity. Their mission is to transform clients' IT needs from a necessary expense into a strategic advantage, leveraging modern technology and personalized service to enhance business productivity and innovation.

📋 Description

• Coordinate the efficient use of TAC technical resources to support client needs and service-level objectives • Prioritize, assign, and reassign incoming support tickets based on urgency, business impact, client needs, and SLA targets • Schedule technical team members for support tickets, projects, and other service activities • Monitor ticket queues, outstanding issues, escalations, and service levels • Provide clients with updates regarding ticket status, scheduling, next steps, and expected resolution • Answer incoming support calls and create and document support tickets • Serve as a client advocate by identifying service concerns, coordinating escalations, and following up on issues • Maintain the managed client support portal and related service information • Identify client opportunities and communicate them to sales and management teams • Maintain accurate activity, ticket, scheduling, and service information in ConnectWise • Monitor and respond to email and voicemail within service expectations • Document client issues, processes, procedures, workflows, and standard operating procedures • Help improve team goals, policies, workflows, and service processes • Participate in technical staff meetings and document meeting notes • Collaborate with TAC and ADNET team members • Follow company policies, standard operating procedures, and core values • Perform other related responsibilities as assigned

🎯 Requirements

• Minimum of three years of relevant professional experience or a combination of relevant education and work experience • Ability to organize, prioritize, and manage multiple tasks, schedules, and competing priorities in a fast-paced service environment • Exceptional written and verbal communication skills • Strong attention to detail, follow-through, logical decision-making, and prioritization of technical support work • Ability to work methodically with minimal supervision, independently and collaboratively • Ability to effectively speak, read, and write English • Correctable vision and full hearing capability, including ability to distinguish tones • Ability to perform normal office work, lift approximately 10–30 pounds, and sit and/or stand for up to 10 hours per day • Ability to make prudent decisions regarding matters significant to ADNET or its clients • Associate's degree in Information Systems or a related field preferred • Experience coordinating a technical support team, IT service desk, help desk, managed services team, or similar client-facing technology environment preferred • Experience with ConnectWise or a comparable PSA, ticketing, or IT service management platform preferred • Familiarity with SLAs, ticket triage, escalation management, technician scheduling, and support queue management preferred • Experience developing or improving workflows, processes, documentation, and standard operating procedures preferred • Experience working in an MSP or other high-volume client support environment preferred

🏖️ Benefits

• 100% remote position • Growth and learning initiatives • Employee benefits • Company innovation • Relevant education, training, and professional development objectives • Career paths for many different role types • Inclusive environment • Equal opportunity employment