Service Coordinator (Remote)

Interested candidates must complete the application and assessment process at the following URL:
https://go.digitalseattle.com/SC-PH

REPORTS TO: Service Manager

INTRODUCTION
Digital Seattle continues to grow and is currently seeking a reliable and driven remote-based Service Coordinator to add to
our solid and reputable team in Seattle, Washington, USA.
We need a determined self-starter who is driven and capable of supporting organizational change. He or she needs to be
focused on achieving challenging results in a fast-paced environment. As a remote worker, he or she must be very adept at
managing their time and schedule, communicating regularly with their team, and meeting / reporting on daily goals.

ABOUT THE ROLE:

The Service Coordinator is responsible for the triage (identification, classification, and preparation), dispatch (assignment to
appropriate team members), and coordination (scheduling support, follow-up, and post-processing) of all service requests
and other assigned tickets. The Service Coordinator works closely with the Service Operations team to ensure the timely and
proper routing and resolution of tickets in accordance with Digital Seattle’s Client SLA (Service Level Agreement). Additionally,
the Service Coordinator supports other efforts within the organization requiring similar communications, scheduling, and
follow-up skills.

ESSENTIAL DUTIES & RESPONSIBILITIES

Position duties and responsibilities include, but are not limited to the following:
1. Triage incoming service requests and assign to the appropriate resource.

2. Dispatch and coordinate technical resources for remote and on-site activities.

3. Maintain an awareness of all service tickets in order to properly assign issues based on ability and availability,
identify trends and recurring issues, and any need for follow-up.

4. Coordinate service team operations to maximize efficiency and compliance to company policies.

5. Cultivate strong relationships and trust with fellow team members and clients.

6. Use proper planning and communication to reduce the stress that comes with last minute schedule changes and
unexpected activity.

7. Coordinate and assist in providing necessary remote meeting resources (Teams conference setup, materials, etc.).

8. Manage agendas, travel arrangements, appointments, etc.

9. Manage a high volume of phone calls, email, and other various correspondence.

10. Provide administrative support for the Service Operations team.

11. Assist in generating and preparing information in support of Service Operations, including proposals, account
reviews, and reports.

12. Ensure the accuracy and timely entry of time records, expenses, and products for billing.

13. Growth into additional responsibilities, based on your individual capabilities, should be anticipated.

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COMPETENCY

Verbal Communication
a. Use a welcoming voice when answering the phone

b. Listen and ask for clarification

c. Participate in meetings as required

Teamwork
a. Cultivate and maintain positive and professional relationships with clients, vendors, and staff

b. Balance team and individual responsibilities

c. Exhibit objectivity and openness to others’ views

d. Give and invite feedback

Written Communication
a. Write clearly and informatively

b. Check spelling for accuracy

c. Excellent attention to detail and high-level accuracy with documents

Ethics
a. Treat everyone with respect

b. Keep commitments

c. Maintain a strong work ethic and integrity

Adaptability
a. Adjust to changes within the workplace (i.e. policy/procedure, staffing, safety requirements, etc.)

b. Remain flexible if unexpected work events or delays occur

c. Ability to assess, prioritize and act quickly

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each Essential Duty & Responsibility satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Strong computer proficiency, with solid end-user skills working with Microsoft Office, Teams, and Windows 10
highly desired

• High attention to detail with excellent analytical problem-solving skills, including the ability to handle scenarios
where information is difficult to obtain

• Exemplary written and verbal communication and presentation skills in English

• Proven ability to juggle multiple projects and priorities while remaining calm under pressure

• Two years’ experience in similar role

• ConnectWise Manage experience is highly desirable

• Experience with a Managed Services Provider or in an IT management environment is a big plus!

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