Service Coordinator (Remote)

**About AdvanTech** AdvanTech is a Managed IT and Cybersecurity provider founded in 2015\. Our headquarters is in Byron, GA, with a second office in Central Florida, and we support clients across the Southeast, with a focus on healthcare, dental, and business organizations. We're looking for the person who becomes the voice of our company: the first one clients hear when they call, and the one who makes sure their problem lands with the right technician fast. This is not a technical role. You don't need to fix computers. You need to be great on the phone, organized, and reliable. **What you'll do** * Answer incoming client calls and emails as the first point of contact for support requests * Create and update tickets in our ticketing system (HaloPSA) with clear, accurate detail * Triage and prioritize requests based on urgency and client agreements, and escalate when needed * Assign tickets to technicians and keep the queue moving * Schedule onsite visits and coordinate the technicians' calendars * Keep clients updated on where their request stands so nobody has to call back to ask * Follow up on aging tickets and flag anything stuck * Help keep our procedures and internal documentation current **What we're looking for** * Experience answering phones in a busy office, front desk, dispatch, or customer service role * Calm and friendly under pressure; you can handle a frustrated caller without taking it personally * Organized and detail\-oriented; nothing gets lost on your watch * Clear writer and speaker; you can turn "my computer thing isn't working" into a ticket a tech can act on * Comfortable learning new software (ticketing systems, Microsoft 365\) * Self\-directed and dependable working from home **Nice to have** * Experience at an MSP, IT company, or medical/dental office * Familiarity with ticketing or PSA software (HaloPSA, ConnectWise, Autotask) **Details** * Full time, remote * Hours: Monday\-Friday, 8:00 AM to 5:00 PM Eastern (adjust if different) Requirements for remote work: quiet workspace, reliable high\-speed internet. We're a small, tight team, and this seat matters. If you're the person friends describe as "the organized one," we'd like to talk to you. Job Type: Full\-time Pay: $35,000\.00 \- $45,000\.00 per year Benefits: * 401(k) * Dental insurance * Flexible schedule * Health insurance * Paid time off * Vision insurance * Work from home Application Question(s): * Have you used a ticketing or PSA system before (HaloPSA, ConnectWise, Autotask, Zendesk, etc.)? If so, which? Education: * High school or equivalent (Required) Experience: * Customer service: 2 years (Required) Language: * English (Required) Work Location: Remote