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About the Role

ADNET is seeking a Service Coordinator to coordinate technical support operations and deliver an exceptional client experience across their Technical Assistance Center (TAC). This role involves prioritizing and routing support tickets, coordinating schedules, monitoring service levels, and managing client communications using ConnectWise.

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.

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.

Skills

• ConnectWise
• Service Management Processes
• Client Communication
• Ticket Prioritization
• Schedule Coordination
• Service Level Monitoring
• Escalation Management
• Professional Services Automation (PSA)
• IT Service Management

Location

• Remote
• Prefer East Coast

Work Type

• 100% remote

Experience Level

• Minimum of three years of relevant professional experience

Education Level

• Associate's degree in Information Systems or a related field (Preferred)

Salary/Compensations

• $55,000 - $60,000

Benefits

• Growth and learning initiatives
• Employee benefits
• Company innovation

About the Company

• At New Charter, we’re building a caliber of business the IT industry hasn’t yet seen, serving small-to-medium sized businesses in 10+ industries across North America.
• We deliver best-in-class technology solutions to propel our clients into the digital world.
• We are investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more.
• We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening.
• Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter.
• Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies.
• We’re the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds.
• We’ve embraced the idea that every individual brings something special to the table.
• Our foundation is based on the belief that each team member plays a crucial role in our collective success.
• We are on a mission to make a difference.
• We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment.
• Learn more here: Why New Charter.

Equal Opportunity

• New Charter is committed to creating an inclusive environment and is proud to be an equal opportunity employer.
• New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.