IT Support Call Center Associate

cb20, Inc; New York (NY); On-site; USD 42,000 - 52,000; Full time

Job summary

cb20, Inc in Malta, NY is seeking an entry-level Support Center Call Coordinator to be the first point of contact for clients calling the cb20 Support Center. You will handle calls, create accurate service tickets in Autotask, and route requests to the appropriate engineer, delivering an exceptional customer experience.

This role prioritizes professional communication, timely ticket documentation, and teamwork to keep engineers focused on troubleshooting while ensuring every client interaction

Qualifications

• Excellent verbal and written communication required.
• Outstanding customer service and interpersonal skills needed.
• Positive attitude with a desire to help others.
• Ability to stay calm and organized in a fast-paced environment.
• Strong attention to detail and documentation skills.
• Basic proficiency with Windows and Microsoft 365.
• Ability to learn new systems quickly.
• Previous customer service, call center, receptionist, or help desk experience is a must.

Responsibilities

• Answer incoming support calls professionally and courteously.
• Create complete, accurate service tickets in Autotask.
• Categorize, prioritize, and assign tickets per procedures.
• Perform basic support tasks (password resets, account unlocks, verification).
• Live transfer callers to engineers when immediate help is needed.
• Route calls and tickets appropriately and maintain documentation.
• Meet service level targets for call handling and service quality.
• Provide an exceptional first impression for each client.

Skills

Verbal communication

Written communication

Customer service

Interpersonal skills

Calm under pressure

Attention to detail

Computer proficiency

Fast learner

Tools

Autotask

Windows

Microsoft 365

Job description

cb20, Inc in Malta, NY is seeking an entry-level Support Center Call Coordinator to be the first point of contact for clients calling the cb20 Support Center. You will handle calls, create accurate service tickets in Autotask, and route requests to the appropriate engineer, delivering an exceptional customer experience.

This role prioritizes professional communication, timely ticket documentation, and teamwork to keep engineers focused on troubleshooting while ensuring every client interaction