The Bridge Group

Operations

• Monitor incoming service requests via phone, email, and ticketing system.
• Complete tickets for simple and/or process-based requests.
• Create, categorize, and prioritize support tickets based on urgency and SLA requirements.
• Dispatch tickets to technicians based on skillset, availability, and workload.
• Coordinate onsite appointments and remote service scheduling.
• Track ticket progress and follow up on aging or stalled requests.
• Escalate urgent issues to technical leadership when necessary.
• Coordinate work on client projects.
• Act as a primary point of contact for client service inquiries.
• Provide updates on ticket status and service timelines.
• Confirm appointments and coordinate service windows.
• Maintain professional, friendly, and proactive communication with clients.
• Coordinate procurement of hardware, software licenses, and service renewals.
• Prepare quotes for client approval (in coordination with leadership).
• Process purchase orders and track shipments.
• Coordinate equipment staging, delivery, or installation scheduling.
• Assist with client onboarding and offboarding coordination.
• Maintain accurate ticket documentation and service notes.
• Verify ticket completion for billing readiness.
• Support internal workflow improvements and process documentation.
• Maintain accurate client contact and configuration records.

Service & Operations Coordinator