IT Service Coordinator - Bilingual ID-10859
We are seeking a proactive and skilled IT Service Coordinator to bridge the communication gap between our operations and development teams. This role is crucial for addressing complex client escalations, ensuring smooth interactions, and fostering a collaborative environment to resolve issues promptly.
- Company: MSPbots
- Work Hours and Schedule: Semi-flexible, 8 AM–5 PM CDT, Fixed rest days (Sat–Sun)
- Work Duration: Long-term
- Work Location: Philippines
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Job Description
Responsibilities:
- Act as the primary point of contact for complex client escalations, ensuring timely and effective resolution.
- Analyze system logs and perform detailed troubleshooting to resolve advanced technical issues and minimize client downtime.
- Facilitate communication between the operations (US and PH Team) and development team (China Team) to ensure alignment on client needs and project updates.
- Identify patterns and trends in escalations to propose systemic changes that improve platform reliability and service quality.
- Provide in-depth technical support and troubleshooting assistance to clients, guiding them through solutions effectively.
- Document and maintain escalated workflows, ensuring continuous process improvements.
- Coordinate and manage tasks related to client escalations, ensuring timely resolution and stakeholder alignment.
- Support the rollout of software updates or fixes, communicating changes effectively to clients and internal teams.
- Assist in training and onboarding new team members on communication protocols, escalation procedures, and technical tools.
- Lead knowledge-sharing sessions to disseminate insights and best practices across teams.
Qualifications:
- Bachelor’s degree in IT, Computer Science, or a related field, or equivalent professional experience.
- Minimum 3+ years of experience in a project coordination or advanced technical support role, preferably in a SaaS or tech-driven environment.
- Strong understanding of technical concepts, software troubleshooting, advanced problem-solving methodologies, and the ability to communicate them clearly to clients and team members.
- Fluency in English and Mandarin, with strong written and verbal communication skills in both languages.
- Exceptional interpersonal and communication skills, with a knack for explaining complex technical concepts in an accessible manner.
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
- Proficient in using CRM and ticketing systems like Jira, Zendesk, or similar platforms for tracking and managing client interactions.
- Proven ability to handle high-pressure situations with professionalism and empathy.
Preferred Skills:
- Client-facing Experience
- Familiarity with SaaS platforms, managed service frameworks, or business intelligence tools.
- Certification in ITIL, project management, or related disciplines.
- Experience with automation tools or processes to enhance operational efficiency.
What's in it for you?
- HMO (reimbursement for $100/month)
- Life Insurance (reimbursement for $20/month)
- Reimbursement for Dental: $20 and Vision: $4 per month
- 15 Days PTO credits (10 hours/month)
- Training and Development courses (reimbursement for up to $30)
- US Holiday Pay
- $50 monthly allowance
