First Impressions Coordinator

Tilttechnology; Washington (District of Columbia); Remote; USD 31,000 - 44,000; Full time

Job summary

Tilt Technology is seeking a First Impressions Coordinator who will manage client interactions and ensure accurate service ticket creation in a remote capacity. The ideal candidate will have a strong customer service background, excellent communication skills, and the ability to multitask effectively. This role plays a critical part in the client experience, minimizing interruptions to technical teams while maintaining a professional and empathetic demeanor.

Qualifications

• 3+ years in customer service, help desk triage, or support coordination.
• Proficient in PSA or similar service desk platforms.
• Strong written and verbal communication skills.

Responsibilities

• Answer inbound client calls and create service tickets.
• Triage and route tickets to appropriate departments.
• Collaborate with the SDC for ticket reviews and client experience.

Skills

Customer service

Help desk triage

Support coordination

Strong communication

Detail-oriented

High emotional intelligence

Tech-savvy

Tools

PSA or similar service desk platforms

Job description

Join to apply for the First Impressions Coordinator role at Tilt Technology Inc

Join to apply for the First Impressions Coordinator role at Tilt Technology Inc

This range is provided by Tilt Technology Inc. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$31,200.00/yr - $43,680.00/yr

Position Summary

The First Impressions Coordinator (FIC) is the first voice our clients hear and plays a vital role in shaping client perception from the very first interaction. This remote position handles all inbound client calls and emails, creates accurate service tickets in the PSA system, and ensures each request is routed to the appropriate department: Software Support, Software Services, or MSP/IT Support.

The FIC supports the Service Delivery Coordinator (SDC) by gathering reporting data, flagging intake trends, and assisting with audits. This role is pivotal in shielding technical teams from unnecessary interruptions while maintaining professional, compassionate, and efficient client intake.

Key Responsibilities

·Answer inbound client calls promptly and professionally, maintaining a calm and empathetic tone.

·Create complete and accurate service tickets in the PSA system with all relevant details.

·Triage and route tickets to the appropriate department (Software Support, Software Services, or MSP/IT Support).

·Monitor shared support inbox and convert emails into service tickets in a timely manner.

·Minimize direct technician interruptions by acting as the intake gatekeeper for non-critical calls.

·Collaborate with the SDC to support weekly audits, ticket review preparation, and client experience reporting.

·Assist in tracking ticket intake trends, recurring client frustrations, or workflow gaps.

·Provide confirmation and follow-up communication to clients regarding intake completion and expectations.

·Serve as the backup for other FICs during overflow or PTO.

Skills & Experience

·3+ years in customer service, help desk triage, or support coordination (remote preferred).

·Proficient in PSA or similar service desk platforms.

·Strong written and verbal communication skills with a calm, empathetic demeanor.

·Detail-oriented, organized, and able to multitask in a fast-paced remote environment.

·High emotional intelligence and strong de-escalation skills.

·Tech-savvy and comfortable navigating between systems quickly.

Values Alignment

·Solution-Driven: Seeks to resolve client needs with accuracy and speed.

·Respectful: Maintains grace and professionalism, even under pressure.

·Compassion from the Heart: Shows empathy and support in all client interactions.

·Human-Centered Results: Focuses on outcomes that benefit the person behind the ticket.

Position Details

·Department: Client Engagement Team

·Location: Remote (U.S. Based)

·Hours: Full-Time, Monday–Friday, 5:00 AM to 2:00 PM PST

·Reports To: Service Delivery Coordinator (SDC)

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  IT Services and IT Consulting

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