Service Delivery Coordinator
New
G
GSD StaffingIT services
Fully Remote – LATAM Preferred, Flexibility to work during US business hours based on client requirements.Full-TimeJunior
Salary1,300 - 1,400 USD per month
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Job Details
- Languages
- Strong verbal and written English communication skills.
- Experience
- 2+ years of experience in customer service, service coordination, dispatch, help desk coordination, administration, or a similar role.
- Required Skills
- Microsoft ExcelCustomer service
Requirements
- Have 2+ years of experience in customer service, service coordination, dispatch, help desk coordination, administration, or a similar role.
- Have strong verbal and written English communication skills.
- Demonstrate strong organizational skills, attention to detail, and follow-through while managing multiple priorities.
- Remain professional and calm when handling customer concerns.
- Be comfortable learning IT terminology and basic technical concepts.
- Be proficient with Microsoft Outlook, Word, Excel, Teams, and other business applications.
- Accurately document customer communications, schedules, decisions, and service activities.
- Work independently while coordinating closely with technicians and management.
- Have reliable attendance and punctuality.
- Be able to work during US business hours based on client requirements.
- Have a reliable computer or laptop, stable high-speed internet, and a professional, secure remote workspace.
- Experience with PSA platforms, ticketing and service management systems, ConnectWise, Autotask, service scheduling and dispatch platforms, SLAs, or ticket escalation procedures is valued.
Responsibilities
- Manage incoming customer service requests through phone, email, and ticketing systems.
- Create, review, categorize, prioritize, and assign service tickets.
- Gather information technicians need to resolve customer issues.
- Communicate service expectations, scheduling information, and status updates to customers.
- Coordinate remote and onsite technician schedules and appointments.
- Monitor active, overdue, waiting, scheduled, and escalated tickets, and follow up with technicians on stalled tickets and missing updates.
- Review completed tickets for accuracy, quality, and documentation standards.
- Identify urgent, high-impact, security-related, or executive-level requests and escalate appropriately.
- Follow up with customers after service completion and coordinate ticket handoffs between technicians.
- Prepare service reports and support billing preparation by identifying tickets with missing information.
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