Virtual Service Coordinator

About the role

A friendly, organized and dependable Virtual Service Coordinator is sought on a part-time basis, working remotely from the Philippines. The role is the first point of contact for clients calling the support line, documenting requests accurately and routing them to the right team. It is not a technical support role: the focus is on customer service, gathering the right information and keeping the ticketing system organized. The schedule is Monday to Friday, 9:00 AM to 3:00 PM Eastern Time (30 hours per week), paid $8-$10 USD per hour.

Key responsibilities

• Answer incoming support calls in a friendly, professional manner.
• Create, update and manage tickets in Autotask.
• Ask the right questions to document client issues accurately.
• Categorize and prioritize tickets according to company procedures.
• Route tickets to the appropriate queue or team member.
• Monitor the support inbox and create tickets as needed.
• Monitor open and unassigned tickets for timely follow-up and follow up internally when required.
• Assist with other administrative tasks as needed.

Required profile

• Excellent spoken and written English.
• Strong phone and customer service skills.
• Friendly, dependable, organized and detail-oriented.
• Comfortable learning new systems and following established processes.
• Preferred: previous experience with a Managed Service Provider (MSP).

Required skills

• Autotask or another PSA/ticketing system (preferred)
• Ability to multitask in a fast-paced environment

What we offer

• Direct work with the client, who handles all payments and pays you directly.
• Vacation and holiday arrangements depend on the client's discretion and business needs.

To apply, candidates record answers to initial interview questions in a Loom video and submit it through the application page; shortlisted candidates' responses are shared with the client for review.