Service Coordinator

Open Approach Inc.

Location: Burlington, VT

Type: Full Time

Education: No Ed Requirements

Experience: 1 - 2 Years

Open Approach is Growing Again!

Who We Are

We are a client-focused, values-driven company that provides comprehensive technical support for organizations of all sizes and types here in New England and beyond. We support a wide variety of technologies for our clients and prioritize our clients’ needs and best interests over our own sales numbers. We are an MSP (Managed Services Provider) and deeply care about the success of our clients.

As such, we are not a sales-driven organization. Rather, we let sound and reasonable decision-making drive our bottom line. This translates into long-term relationships with our clients that are rewarding on many levels, not the least of which is a high degree of personal interaction that enhances the enjoyment of our work and our success.

Open Approach is committed to cultivating and preserving a culture of inclusion and connectedness. The collective sum of the individual differences, innovation, knowledge, self-expression, and talent that our employees invest in their work represents our culture. We welcome the unique contributions that you can bring in terms of education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation, and beliefs.

The Ideal Candidate

An ideal Service Coordinator should possess strong communication and interpersonal skills to effectively coordinate with clients, technical staff, and vendors. They should be highly organized and detail-oriented to manage service requests, schedules, and documentation effectively. Additionally, they should have a strong customer service orientation and be able to work collaboratively in a team environment.

Other important attributes for an MSP Service Coordinator include the ability to work under pressure and meet deadlines, problem-solving skills to identify and resolve issues related to service delivery, and a strong technical aptitude to understand and effectively communicate technical information. Finally, they should be flexible and adaptable to change, as the IT service environment can be dynamic and rapidly evolving.

A successful candidate for this position will, above all, closely reflect the values that we have built this company upon; honesty, integrity, and an ambition to improve every aspect of our work continually.

Role and Responsibilities

The Service Coordinator role’s main responsibility will be to serve as a liaison between all departments. Ensuring that our customer’s service needs (technical and non-technical) are efficiently triaged, dispatched, and assigned to the correct resources. This role will be critical in managing service delivery, maintaining customer satisfaction, and ensuring that technical teams work efficiently to resolve client issues in a timely manner. Life at an MSP is dynamic and can change quickly. Due to this and the fact that Open Approach is a growing company, your roles and responsibilities could change over time as well.


-Manage and coordinate the service needs of our customers
-Triage, dispatch, and assign all service related tickets generated by email, phone, or other methods
-Answer support line phones and create tickets and/or transfer to the correct internal resource
-Develop and maintain positive relationships with clients, internal staff, and vendors
-Tracking and monitoring of service boards to ensure customer needs are being met in a timely manner
-Identify trends and assist the service teams in brainstorming ways to more effectively service repeat issues
-Prioritize and ensure critical tickets are escalated
-Liaison between departments ensuring internal communication is flowing
-Write documentation of known issues and assist in proofreading
-Ensure Open Approach’s communication and service standards are being met through quality checks

Job Requirements and Skills

-Associate degree in a related field or equivalent work experience preferred
-2-3 years of experience in a customer service or technical support role, preferably in an MSP or call-center environment
-Basic computer and operating system knowledge
-Good problem-solving skills and ability to troubleshoot basic technical issues
-Ability to multi-task and adapt to changes quickly
-Interpersonal skills: such as telephony skills, communication skills, active listening and client care
-Typing skills to ensure quick and accurate entry of service request details
-Self-motivated with the ability to work in a fast-moving environment
-Customer service focused


We offer a number of benefits including:

-A generous monthly contribution toward company-provided health, dental, and/or vision care
-Life Insurance, STD/LTD, and Worker’s Comp
-401k matching (4%)
-16 days of starting PTO (20 days on your 1-year anniversary), plus Holidays
-Fully paid Parental leave
-Smartphone replacement and plan coverage for On-Call employees
-Free snacks, coffee, and a weekly company lunch (for in-office teammates)
-A pet-friendly office!

How Not to Apply

-Forget to write a good cover letter so that we have no way of knowing how articulate you really are
-Include a lot of grammatical and structural errors in your letter and resume
-Hide your personality so we can’t tell a thing about you, other than you are highly efficient in Microsoft Word

Thanks for your interest! Best of luck to you in your search for meaningful work!

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