IT Receptionist

💼 Experience: 3–5+ years in MSP, IT Dispatch, Helpdesk Coordination, or Client Service About the Role We are looking for a highly organized MSP Service Coordinator to serve as the main point of contact for clients using our Managed Service Provider (MSP) solutions. client-facing, administrative, non-technical role focused on: Receiving client requests Understanding the issue (not fixing it) Creating tickets Dispatching the right IT engineer Managing communication and follow-up If you are great with people, calm under pressure, and experienced in MSP workflows, this role is for you. Key Responsibilities Answer incoming client calls, emails, and messages. Gather clear information about the client’s request or issue. Act as the “waiter/waitress” of the MSP service process — take the order and deliver it to the right “chef” (engineer). Log every request into the PSA/ticketing system with accurate details. Categorize and prioritize requests. Assign tickets to the appropriate engineer (L1/L2/L3) based on skill level and availability. Coordinate schedules and ensure technicians know their assignments. Follow up on pending tickets to ensure timely resolution. Provide updates to clients about ticket status, scheduling, and next steps. Maintain a positive, calm, and customer-focused tone. Track ticket progress and resolution times. Support operational workflow between clients and IT teams. Required Qualifications 3–5+ years working for an MSP or IT services company. Experience as: Dispatch Coordinator Helpdesk Scheduler Administrative Support in IT Excellent customer service skills (phone, email, chat). Highly organized, proactive, and detail-oriented. Ability to multitask in a fast-paced environment. Preferred Qualifications Experience scheduling engineers or triaging IT service tickets. Familiarity with ticket prioritization and SLAs. Knowledge of basic IT terminology (no technical troubleshooting required). (We are NOT looking for IT technicians) Why Join Us? 100% remote work from anywhere in LATAM. Join a stable and growing MSP environment. Strong opportunity for long-term growth. Work with a friendly, collaborative, service-oriented team. Seniority level Mid-Senior level Employment type Full-time Job function Administrative and Customer Service Industries: IT Services, IT Consulting, and Telephone Call Centers #J-18808-Ljbffr