IT Support Center Agent | Path to Tier 1 Engineer

cb20, Inc; Town of Malta (NY); On-site; USD 36,000 - 48,000; Full time

Job summary

cb20, Inc. is seeking an entry-level Support Center Call Coordinator to join our Malta, NY office. You will be the first point of contact for clients, handling calls, creating accurate service tickets in Autotask, and routing requests to engineers as needed.

We value professional, customer-focused individuals who can manage multiple tasks in a fast-paced environment. This role offers growth into more advanced technical support paths as you develop skills.

Qualifications

• Clear verbal and written communication skills.
• Outstanding customer service and interpersonal abilities.
• Ability to stay calm and organized in fast-paced settings.

Responsibilities

• Answer incoming support calls professionally and courteously.
• Create accurate service tickets in Autotask with complete information.
• Categorize, prioritize, and route tickets per procedures.
• Perform basic account support: password resets, unlocks, basic verification.
• Live transfer callers to engineers when needed.
• Maintain thorough documentation of issues and ticket history.
• Meet service level targets for call handling and response.

Skills

Excellent communication

Customer service

Attention to detail

Organization

Adaptability

Accountability

Education

High school diploma or equivalent

Tools

Autotask

Microsoft Windows

Microsoft 365

Job description

cb20, Inc. is seeking an entry-level Support Center Call Coordinator to join our Malta, NY office. You will be the first point of contact for clients, handling calls, creating accurate service tickets in Autotask, and routing requests to engineers as needed.

We value professional, customer-focused individuals who can manage multiple tasks in a fast-paced environment. This role offers growth into more advanced technical support paths as you develop skills.