{"schemaVersion":"jobsearcher.job.v1","id":"1a8dcc081c592a6640e2cf5b","url":"https://jobsearcher.com/jobs/1a8dcc081c592a6640e2cf5b","canonicalUrl":"https://jobsearcher.com/jobs/1a8dcc081c592a6640e2cf5b","title":"Support Services Coordinator","description":"Overview:\nThe 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.\nDuties and Responsibilities:\nConduct triage exclusively for tickets in the \"Manual Review\" status, assessing urgency, impact, and appropriate categorization.\nEnsure these tickets are properly reviewed and routed to the correct resource or team, and confirm all necessary details are present for efficient follow-up.\nMonitor and review the Spam Cleanup Board regularly to identify and reclassify any tickets that were mislabeled or incorrectly filtered.\nManage the dispatch of onsite service tickets, collaborating with third-party vendors to ensure precise and efficient scheduling.\nDispatch tickets designated to Client IT Boards, ensuring accurate and efficient routing.\nReview 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.\nMonitor unassigned P1 tickets to verify they are progressing as expected.\nSpot 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.\nCheck 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.\nReach out to clients via phone and email for tickets marked Waiting on Client to obtain required information.\nReview application-specific tickets to ensure they're properly bundled, prioritized, and routed.\nQualifications and Experience:\nAssociate's Degree in a computer-related field preferred.\n2-4 years of customer service experience required.\n1-3 years of ticket management or triage processes preferred.\nKnowledge, Skills, And Abilities:\nStrong customer service orientation and communication skills.\nExcellent organizational and multitasking skills.\nHigh attention to detail and ability to manage shifting priorities.\nComfortable calling clients to coordinate or follow up on service tickets.\nAbility to type at least 50 WPM.\nCapable of sitting at a desk and using a computer for prolonged periods.\nAttributes That Will Drive Success:\nProactive problem-solving and a focus on timely resolution.\nOwnership and accountability in work.\nCommitment to continuous improvement and process efficiency.","company":"Abacus","rawCompany":"abacus","city":"Phoenix","state":"AZ","isRemote":false,"isActive":false,"createdAt":"2026-07-19T11:49:35.150Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"43-5032.00","title":"Dispatchers, Except Police, Fire, and Ambulance","slug":"dispatchers-except-police-fire-and-ambulance"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Support Services Coordinator","description":"Overview:\nThe 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.\nDuties and Responsibilities:\nConduct triage exclusively for tickets in the \"Manual Review\" status, assessing urgency, impact, and appropriate categorization.\nEnsure these tickets are properly reviewed and routed to the correct resource or team, and confirm all necessary details are present for efficient follow-up.\nMonitor and review the Spam Cleanup Board regularly to identify and reclassify any tickets that were mislabeled or incorrectly filtered.\nManage the dispatch of onsite service tickets, collaborating with third-party vendors to ensure precise and efficient scheduling.\nDispatch tickets designated to Client IT Boards, ensuring accurate and efficient routing.\nReview 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.\nMonitor unassigned P1 tickets to verify they are progressing as expected.\nSpot 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.\nCheck 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.\nReach out to clients via phone and email for tickets marked Waiting on Client to obtain required information.\nReview application-specific tickets to ensure they're properly bundled, prioritized, and routed.\nQualifications and Experience:\nAssociate's Degree in a computer-related field preferred.\n2-4 years of customer service experience required.\n1-3 years of ticket management or triage processes preferred.\nKnowledge, Skills, And Abilities:\nStrong customer service orientation and communication skills.\nExcellent organizational and multitasking skills.\nHigh attention to detail and ability to manage shifting priorities.\nComfortable calling clients to coordinate or follow up on service tickets.\nAbility to type at least 50 WPM.\nCapable of sitting at a desk and using a computer for prolonged periods.\nAttributes That Will Drive Success:\nProactive problem-solving and a focus on timely resolution.\nOwnership and accountability in work.\nCommitment to continuous improvement and process efficiency.","datePosted":"2026-07-19T11:49:35.150Z","dateModified":"2026-07-19T11:49:35.150Z","hiringOrganization":{"@type":"Organization","name":"Abacus","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Phoenix","addressRegion":"AZ","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"1a8dcc081c592a6640e2cf5b"},"url":"https://jobsearcher.com/jobs/1a8dcc081c592a6640e2cf5b"}}