New Charter Technologies · 1 day ago
Client Experience Coordinator
United States
Full-time
Remote
Entry Level
2+ years expNew Charter Technologies is seeking a highly organized and customer-focused Client Experience Coordinator to support their IT Service Delivery team. This role involves serving as the first point of contact for clients, managing support tickets, and ensuring excellent client communication throughout the service lifecycle.
ConsultingInformation TechnologyProfessional Services
Responsibilities
Answer inbound client calls in a professional, courteous, and empathetic manner
Capture accurate client information and create tickets in the ticketing system (ConnectWise or similar)
Escalate Priority 1 / critical issues to service personnel in real time
Respond to voicemails and emails within 24 hours
Create, route, and monitor service tickets
Provide ticket updates and set clear expectations with clients
Coordinate scheduling changes with clients and technical staff
Maintain accurate daily activity entries in ConnectWise
Act as a client advocate to ensure high satisfaction
Follow up on outstanding issues using “closed-loop” communication
Identify client concerns and escalate as needed
Support positive client and vendor relationships
Attend weekly technical team meetings and document notes
Support process improvements to enhance team efficiency
Follow company policies and standard operating procedures
Perform additional duties as assigned
Qualification
Required
Associate's Degree in Information Systems (preferred) OR 2+ years of relevant experience in: Customer service, Help desk support, IT support coordination, MSP or technical services environment
Strong multitasking and organizational skills
Exceptional written and verbal communication skills
Ability to prioritize work based on business impact
Proficiency in Microsoft Office
Experience with ticketing systems (ConnectWise preferred)
Preferred
Experience in a Managed Service Provider (MSP) environment
Familiarity with IT service workflows and incident prioritization
Benefits
Flexible work options (Remote, Hybrid, In-Office)
Collaborative team culture
Opportunity to grow within IT service operations
Work with cutting-edge IT support systems and processes
Company
New Charter Technologies
New Charter Technologies operates as a Managed Service Provider (MSP).
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Bryan Bodhaine
CFO
Peter Melby
Chief Revenue Officer
Recent News
2026-01-14
Company data provided by crunchbase