Job Description

Second Son Consulting, Inc. has an opening for a Service Coordinator supporting our focus in Apple-centric SMB environments. This is a long-term career opportunity for an experienced, intelligent, self-motivated, and customer service-oriented person who loves being involved in logistics and the operations side of business and has some curiosity about technology in general.

Due to the nature of the role, this position is hybrid, working primarily in our Los Angeles area office, allowing for work-from-home 1 to 2 days per week, after training is completed.

As part of our team, you'll be a key point of contact with our clients - triaging service requests, monitoring response times, and helping our engineers stay focused on what they do best. You’ll work across multiple systems, keep a close eye on service metrics and logistics, and spot small issues before they turn into big ones. You'll also drive things like device shipping and receiving, weekly system reviews, and participate in operational audits that help keep everything running smoothly.

This is a hands-on non-technical role that blends communication, logistics, and judgment. You’ll be tracking real-time requests, shifting priorities, and helping translate client needs into actionable next steps. It’s part dispatch, part coordination, and part pattern recognition - with a healthy dose of people skills thrown in.

You’ll translate real-world client requests into clear, actionable service tickets. That means reading between the lines of vague problem reports (like “my printer crashed”), asking smart follow-up questions, and capturing what’s really needed - without guessing at the fix.

It’s a role for someone who thrives on motion, pattern recognition, and connecting dots - not chaos. The pace is active, but not panicked, and there’s always a team behind you.

• Ensure client satisfaction and develop client relationships through personalized interactions, consistent follow-up, and stellar communication.
• Pre-process service requests through phone, email, manual entry, or direct customer input, with the support of the Help Desk team.
• Track our SLA obligations and ensure we meet our SLA goals.
• Own the logistics of hardware shipping and receiving at our office and with remote clients.
• Become the subject-matter-expert (SME) of our dispatch processes and the service side of our ticketing system.
• Use our dashboard and reporting tools to prioritize and track service requests daily.
• Review client and company needs with Operations team weekly.
• Have the opportunity to learn new things on a daily basis, and cross-train with our engineers and leadership team.
• Learn to recognize support needs and trends, and work with our Operations Team to address the specific needs of the teams and environments we support.

About Us:

We’re a privately-owned, Mac-focused consulting firm based in the Encino/Los Angeles area, supporting clients across the country — from local teams in LA to fully remote companies with no physical HQ. We have fantastic clients who are fun and seriously committed to their wide-ranging industries. They are as small as a five-person real estate firm to a 50-person product design and manufacturing company to a 75-person non-profit social advocacy agency. Through collaborative, long-term relationships with our clients, we help them to maximize the return on their IT investment, sustaining measurable results with an eye on business strategy, practicality, pragmatism, transparency, a heap of creative problem-solving, and a sense of humor. We may be geeks, but we are geeks with social skills. We are also partners, husbands, wives, involved parents, loyal friends, music and movie lovers, foodies, single-malt aficionados, and voracious readers. We love learning new things and our skills and projects are continuously growing in scope and breadth.

We’re an equal opportunity employer and we welcome candidates from all backgrounds, identities, and walks of life. We believe diverse teams build better companies - and better client relationships too.

Requirements

What you bring to the table…

• 1-2 years of real-world business experience in Customer Service or Logistics.
• Experience with real-time ticket management using a ticketing system (ConnectWise, AutoTask, etc.) is a major plus.
• A think-ahead, “ounce-of-prevention” mind-set that loves to develop and follow processes.
• Natural inclination to notice and pay attention to details.
• Positive and collaborative team member who demonstrates initiative and tenacity.
• Excellent communication skills within the team and across diverse client environments.
• A sharp brain for priorities. You can take in multiple streams of information, size up what matters most, and take action without overthinking.
• You've worked in environments where requests can come from multiple directions at once, and you're comfortable staying focused, keeping things organized, and moving things forward without getting overwhelmed.
• You’re good at mentally juggling several things at once and staying steady under pressure - you don’t need everything to be perfectly linear to stay productive.
• Strong reading comprehension and a good internal filter. You know how to listen carefully, ask clarifying questions, and describe the problem - not jump to the solution.
• Proven ability to set client expectations.
• Ability to continuously reassess priorities and adapt to changes quickly.
• Driven task management and follow through.
• A friendly, open personality.
• A commitment to business ethics and a client-first mentality.
• Are looking for growth opportunities for Account, Project, or Operations Management positions.
• Willingness to bring your own experience to the table while also understanding the need to learn how things work at Second Son, and to adapt your approach. 
• Understanding that Second Son is a service business, and that tracking time and efforts in “real time” are an essential part of what is required.

Scheduling Requirements:

• Must be available to work in our Los Angeles area office during standard business hours 3 to 4-days per week with 1 to 2 days of work-from-home, after training.

TO APPLY

Share your resume and a cover letter (in PDF format*) that explains why you believe you’d be a fit for Second Son and this position. Impeccable communication skills are essential to all we do, and we weigh cover letters heavily. We love a cover letter that shows us your personality, but don’t stress if you’re not a comedian. Just be yourself. We’re mostly interested in learning who you are, what you love to do, and why you’d love to do it here with us. And if you send us the generic one you send everyone else, we’ll be bummed.

*We will only be reviewing submissions in PDF format, due to security/macro concerns with .doc, .docx, and .zip file formats.

Benefits

What We Offer:

• Income competitive and commensurate with experience, projecting $26 to $28 per hour.
• Training, certification, and growth opportunities.
• An annual Learning and Development stipend equal to 1 week’s pay; it grows with you.
• Health insurance with Dental and Vision options.
• Paid time off consisting of:
• 6 days of sick leave
• 5 days of lifecycle leave (birth or death)
• 10 days of vacation (accrued)
• 6 paid holidays
• 5 days of paid Jury Duty service
• 401k with matching (after 12 months).

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