Service Coordinator

Silloway Networks, Inc. • Full-time • Rutland, VT, US • $20 - $26 / hour • 2m ago

Responsibilities

The Service Coordinator at Silloway Networks is the first point of contact for clients and plays a critical role in ensuring service requests are prioritized, routed, and resolved efficiently. This position is central to maintaining smooth service flow, clear communication, and an excellent client experience.

Responsibilities

Dispatch & Triage: Receive, assess, prioritize, and dispatch incoming service tickets to the appropriate team members, balancing urgency, impact, and available resources to support timely resolution.
First Point of Contact: Serve as the initial contact for client support requests via phone, email, or ticketing system, setting clear expectations and gathering accurate information.
Problem Intake: Perform initial triage with a primary focus on enabling fast and effective resolution rather than deep technical work.
Service Coordination: Monitor ticket flow, follow up on open items, and communicate status updates internally and externally to ensure nothing falls through the cracks.
Customer Service: Maintain a friendly, professional, and calm demeanor with all clients, embodying the company’s purpose of “Friendly Service, Trusted Experts.”
Knowledge Development: Develop and maintain a working understanding of client environments, common issues, and Silloway Networks’ service offerings to support effective triage and communication.
Collaboration: Work closely with the Service Delivery Lead and engineering team to escalate issues appropriately and support continuous improvement of service processes.