Support
Service Coordinator
Customer Facing
Full-Time
Remote
SALARY
$48,000
/year
JOB DESCRIPTION
As a Service Coordinator at Nexus Ideal Solutions, you are the first voice our clients hear. You answer incoming calls and requests, log them properly, and make sure the right engineer picks the work up quickly. When we tell clients that someone actually answers the phone, you are the reason that is true.
This is a full-time, remote role working closely with our engineering team. You keep the service desk organized and clients informed, from first contact through to resolution.
What you will do
Answer incoming client calls, emails, and support requests as the first point of contact
Log every request accurately, with the detail an engineer needs to act on it
Triage and prioritize incoming work, then route it to the right person
Coordinate engineer schedules and dispatch on-site visits when they are needed
Keep clients updated on where their ticket stands, so nobody is left wondering
Follow up on open tickets so nothing stalls or gets forgotten
Keep records and client documentation accurate and current
REQUIREMENTS
Two or more years in a coordination, dispatch, scheduling, or customer service role
Excellent phone manner and clear written communication
Highly organized, able to juggle competing priorities without dropping any of them
Comfortable working in ticketing, scheduling, or CRM systems
Able to work independently in a remote setting
Calm under pressure, because plenty of calls come in when something is broken
Nice to have
Experience at an MSP, IT services company, or other technical support environment
Familiarity with a PSA or ticketing platform such as Autotask, ConnectWise, or similar
Basic grasp of IT terminology. You do not need to fix the problem, but it helps to understand what is being described