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Full-time
associate degree
Posted 4d ago
~40 hrs/week
Responsibilities
The Support Services Coordinator manages the triage and routing of service tickets to ensure efficient flow and timely resolution. They coordinate onsite dispatches with third-party vendors and maintain communication with clients to gather necessary information.
Requirements
Candidates should have 2-4 years of customer service experience and preferably an associate's degree in a computer-related field. Experience with ticket management or triage processes is highly desired.
Full job description
Overview:
The Support Services Coordinator (SSC) is responsible for ensuring the smooth handling of service tickets, focusing on triage, coordinating on-sites and other miscellaneous dispatches, and monitoring multiple boards to maintain ticket flow. This role requires attention to detail, timely communication, and proactive problem-solving. SSCs serve as a key point of coordination between internal teams and clients, aiming to support the delivery of efficient, high-quality service experiences.
Duties and Responsibilities:
Conduct triage exclusively for tickets in the "Manual Review" status, assessing urgency, impact, and appropriate categorization.
Ensure these tickets are properly reviewed and routed to the correct resource or team, and confirm all necessary details are present for efficient follow-up.
Monitor and review the Spam Cleanup Board regularly to identify and reclassify any tickets that were mislabeled or incorrectly filtered.
Manage the dispatch of onsite service tickets, collaborating with third-party vendors to ensure precise and efficient scheduling.
Dispatch tickets designated to Client IT Boards, ensuring accurate and efficient routing.
Review all tickets marked as “Client Updated” to confirm the resolution is clear, a resource is assigned, and any urgent updates are escalated to the appropriate team.
Monitor unassigned P1 tickets to verify they are progressing as expected.
Spot potentially stalled tickets by sorting by Last Update. If unassigned, raise the issue in the team chat and suggest a future review time. If assigned, ensure the next steps are scheduled or help determine a follow-up.
Check tickets in Manager Review status to verify managerial assignment. If there's no activity within 2 days, leave a note in the ticket and escalate via Teams if necessary.
Reach out to clients via phone and email for tickets marked Waiting on Client to obtain required information.
Review application-specific tickets to ensure they're properly bundled, prioritized, and routed.
Qualifications and Experience:
Associate's Degree in a computer-related field preferred.
2-4 years of customer service experience required.
1-3 years of ticket management or triage processes preferred.
Knowledge, Skills, And Abilities:
Strong customer service orientation and communication skills.
Excellent organizational and multitasking skills.
High attention to detail and ability to manage shifting priorities.
Comfortable calling clients to coordinate or follow up on service tickets.
Ability to type at least 50 WPM.
Capable of sitting at a desk and using a computer for prolonged periods.
Attributes That Will Drive Success:
Proactive problem-solving and a focus on timely resolution.
Ownership and accountability in work.
Commitment to continuous improvement and process efficiency.
Related keywords
TriageTicket ManagementService TicketsDispatchClient IT BoardsP1 TicketsCustomer ServiceManual ReviewSpam CleanupVendor ManagementSLA MonitoringTechnical Support
Abacus IT is a trusted IT Managed Services Provider (MSP) specializing in secure, scalable technology solutions for highly regulated industries like banking, legal, and healthcare. With over 20 years of experience, we bring deep expertise in cybersecurity, compliance, cloud infrastructure, and IT strategy to organizations that require more than just basic tech support.
Our team delivers white-glove service and strategic guidance to help businesses modernize their environments, protect critical data, and meet complex regulatory requirements such as SOC 2, HIPAA, and FFIEC. We believe in being more than a vendor — we’re your IT partner, delivering peace of mind through reliable systems, 24/7 security monitoring, and proactive support.
Let Abacus IT help you streamline operations, reduce risk, and unlock your organization’s full potential through better technology.
Offices: 1000 S Lenola Rd, Bldg 2 - Suite 101, Maple Shade, New Jersey 08052, US · 1000 S Lenola Rd, Bldg 2 - Suite 101, Maple Shade, New Jersey 08052, US
How many Administrative jobs are open in Atlanta, GA right now?
There are currently 2,435 open administrative positions in Atlanta, GA listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Administrative roles in Atlanta, GA?
Companies currently hiring include Emory University Department of Economics, Georgia State University Office of the Provost, Emory Healthcare, Northside Hospital, Piedmont HealthCare, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Administrative jobs in Atlanta, GA?
Yes — 616 of the 2435 open administrative positions offer remote or hybrid work (198 remote, 418 hybrid).
How do I apply for Administrative jobs in Atlanta, GA?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.