Virtual Service Coordinator

Location: Remote (Philippines)
Schedule: Monday–Friday, 9:00 AM–3:00 PM Eastern Time (30 hours/week)
Pay: $8–$10 USD/hour

About the Role

We are looking for a friendly, organized, and dependable Virtual Service Coordinator to join our team on a part-time basis. In this role, you'll be the first point of contact for clients calling our support line, ensuring every request is documented accurately and routed to the appropriate team.

Please note: This is not a technical support role. Instead, you'll focus on providing excellent customer service, gathering the right information, and keeping our ticketing system organized and up to date.

Responsibilities

• Answer incoming support calls in a friendly, professional manner.
• Create, update, and manage tickets in Autotask.
• Ask the right questions to accurately document client issues.
• 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 to ensure timely follow-up.
• Follow up internally when tickets require attention.
• Assist with other administrative tasks as needed.

Qualifications

• Excellent spoken and written English.
• Strong phone and customer service skills.
• Friendly, dependable, organized, and detail-oriented.
• Ability to multitask and stay organized in a fast-paced environment.
• Comfortable learning new systems and following established processes.

Preferred Qualifications

• Previous experience working with a Managed Service Provider (MSP).
• Experience using Autotask or another PSA/ticketing system 

If you're a strong communicator who enjoys helping people and keeping things organized, we'd love to hear from you.

• Client Relationship: You will be directly working with the client. This means that you will communicate with the client, provide services, and address any client-related matters independently.
• Payments: All payments for your services will be handled by the client. Elevate and Delegate is not involved in processing your payroll. Your salary will directly go to you. 
• Vacation Leaves and Holidays: While we may have recommendations or guidelines regarding vacation leaves and holidays, the decision is entirely at the discretion of the client. You are expected to align your schedule with the client’s business needs and any specific policies or preferences they may have in this regard.

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Application Process:

• As part of your application, you’ll be asked to record your responses to the initial interview questions through a Loom video (questions & instructions are in the application page).
• Our team will carefully review your submission, and if shortlisted, we’ll share your responses with the client for their review and next steps.
• Please treat this recording as you would a real interview:
• Come prepared and make sure you’re clearly visible on camera.
• Record your answers in a quiet, well-lit, and clutter-free space with a stable internet connection.
• We’re excited to get to know you better! Show us your personality and strengths. We encourage you to answer authentically and in your own words, without reading from a script or using AI tools.