Support Center Associate | Path to Tier 1 Engineer

Socket.dev; New York (NY); On-site; USD 38,000 - 48,000; Full time

Job summary

cb20 is an award-winning provider of managed IT and audio-visual services, serving organizations across New York, Massachusetts, and the greater New England region. The Support Center Call Coordinator is an entry-level role handling calls, creating service tickets in Autotask, and routing requests to engineers to boost productivity.

Ideal candidates have excellent communication, customer service experience, and the ability to work calmly in a fast-paced environment.

Qualifications

• Excellent verbal and written communication skills.
• Outstanding customer service and interpersonal skills.
• Positive attitude with a strong desire to help others.
• Ability to remain calm and organized in a fast-paced environment.
• Strong attention to detail and documentation skills.
• Basic computer proficiency with Microsoft 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 in a professional and courteous manner.
• Gather relevant information and create complete, accurate service tickets in Autotask.
• Categorize, prioritize, and assign tickets according to established procedures.
• Perform basic support tasks including: Password resets, Account unlocks, Basic account verification.
• Live transfer callers to available engineers when immediate assistance is required.
• Ensure callers and tickets are routed appropriately.
• Maintain clear and detailed documentation of customer issues.
• Meet established service level expectations for call handling and customer service.
• Provide an exceptional first impression for every client contacting the Support Center.

Skills

Communication

Customer Service

Documentation

Windows/MS365

Autotask

Help Desk

Tools

Autotask

Job description

cb20 is an award-winning provider of managed IT and audio-visual services, serving organizations across New York, Massachusetts, and the greater New England region. The Support Center Call Coordinator is an entry-level role handling calls, creating service tickets in Autotask, and routing requests to engineers to boost productivity.

Ideal candidates have excellent communication, customer service experience, and the ability to work calmly in a fast-paced environment.