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🦌 Connecticut, New York – Remote

🦌 Connecticut – Remote 🗽 New York – Remote

💵 $55k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 4%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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New Charter Technologies

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2018

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

New Charter Technologies is a leading platform comprised of high-performing Managed Service Providers (MSPs) across North America, specializing in IT solutions for small and medium-sized businesses. They offer a comprehensive range of services including IT managed services, co-managed IT, consulting, outsourcing, and advanced cybersecurity. Their mission is to transform clients' IT needs from a necessary expense into a strategic advantage, leveraging modern technology and personalized service to enhance business productivity and innovation.

📋 Description

• Coordinate the efficient use of TAC technical resources to support client needs and service-level objectives • Prioritize incoming support tickets based on urgency, business impact, client needs, and service procedures • Assign and reassign support tickets to appropriate technical resources to meet SLA targets • Schedule technical team members for support tickets, projects, and service activities • Monitor ticket queues, outstanding issues, escalations, and service levels • Provide clients with updates about ticket status, scheduling, next steps, and expected resolution • Coordinate scheduling changes and resource adjustments with clients and ADNET team members • Answer incoming support calls and create and document support tickets • Advocate for clients by identifying service concerns, coordinating escalations, and following up • Maintain closed-loop communication throughout the support process • Maintain the managed client support portal and related service information • Perform administrative responsibilities supporting client and vendor relationships • Identify client opportunities and communicate them to sales and management teams • Maintain accurate activity, ticket, scheduling, and service information in ConnectWise • Monitor email and voicemail and respond within service expectations • Document and report client issues or concerns • Maintain current Service Coordinator processes and procedures documentation • Help create and improve team goals, policies, workflows, and SOPs • Stay current on industry trends and technologies affecting service operations • Participate in technical staff meetings and document meeting notes • Collaborate with TAC and ADNET team members • Pursue relevant education, training, and professional development with the supervisor • Follow company policies, SOPs, and core values • Perform other related responsibilities as assigned • Meet or exceed SLA ticket-triage targets and maintain accurate service records • Maintain client relationships, professional communication, productivity, and sound judgment in a remote environment

🎯 Requirements

• Minimum of three years of relevant professional experience or a combination of relevant education and work experience • Ability to organize, prioritize, and manage multiple tasks, schedules, and competing priorities • Exceptional written and verbal communication skills • Strong attention to detail, follow-through, logical decision-making, and prioritization of technical support work • Ability to work methodically with minimal supervision, independently and collaboratively • Ability to effectively speak, read, and write English • Correctable vision and full hearing capability, including ability to distinguish tones • Ability to perform normal office work, lift approximately 10–30 pounds, and sit and/or stand for up to 10 hours per day • Ability to work evenings or weekends occasionally as needed • Associate's degree in Information Systems or a related field preferred • Experience coordinating a technical support team, IT service desk, help desk, managed services team, or similar client-facing technology environment preferred • Experience with ConnectWise or a comparable PSA, ticketing, or IT service management platform preferred • Familiarity with SLAs, ticket triage, escalation management, technician scheduling, and support queue management preferred • Experience developing or improving workflows, processes, documentation, and SOPs preferred • Experience in an MSP or high-volume client support environment preferred

🏖️ Benefits

• Growth and learning initiatives • Employee benefits • Company innovation opportunities • Professional development, education, and career objectives • 100% remote work arrangement • Equal opportunity and inclusive work environment