Support Center Coordinator

cb20 is an award-winning provider of managed IT and audio-visual services, proudly serving organizations across New York, Massachusetts, and the greater New England region. With over 30 years of experience, a team of world-class engineers, and trusted partnerships with the world’s leading hardware and software providers, we deliver confidence, security, and above all "An Experience Above".

cb20 won the Albany Business Review Best Places to Work and Albany Times Union Top Places to Work five years in a row.  In 2025, cb20 achieved the #1 spot in the over 100 category at the ABR Best Places to Work event. People are cb20's greatest asset.

Position requires applicant to be on-site full-time in our office located in Malta, NY

Support Center Call Coordinator

Position Summary

The Support Center Call Coordinator is an entry-level customer service role responsible for serving as the first point of contact for clients calling the cb20 Support Center. The primary focus of this position is to deliver exceptional customer experience by answering incoming calls, creating accurate service tickets, performing basic account support, and efficiently routing requests to the appropriate technical engineer.

This role is designed to increase engineer productivity by allowing technical staff to remain focused on troubleshooting while ensuring every customer interaction is handled professionally and efficiently.

Key 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.

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.

Preferred Experience

• Customer Service
• Help Desk
• MSP environment (preferred)
• Call Center
• Technical Support
• Healthcare IT experience (a plus)

Success Measures

• Calls answered within service level targets
• Accurate ticket creation and documentation
• Call quality scores
• Ticket routing accuracy
• Attendance and reliability

Core Competencies

• Exceptional communication
• Professionalism
• Customer-first mindset
• Teamwork
• Organization
• Adaptability
• Accountability
• Positive attitude

Growth Opportunity

This role is intended as an entry point into the cb20 Support Center. High-performing individuals will have opportunities to develop technical skills and progress into a Tier 1 Support Engineer position as business needs evolve.