CLIENT CARE COORDINATOR

About the Company

A long-established IT services provider delivering modern technology solutions, managed services, and ongoing technical support to businesses, schools, and government organizations. The company offers end-to-end IT managementincluding device provisioning, server and network administration, cloud implementation, remote support, and onsite desk-side assistance.

With decades of experience and a reputation built on transparency, expertise, and reliability, the organization continues to serve a wide range of clients across multiple regions while upholding core values of teamwork, integrity, and accountability.

About the Opportunity

The Client Care Coordinator supports Client Care Managers and Technical Pods by handling coordination, documentation, scheduling, communication, and administrative functions. This role ensures efficient internal operations, timely processing of client requests, and accurate maintenance of client information.

This is a remote support role focused on operational excellencenot account ownership.

Key Responsibilities

1. Support for Client Care Managers

• Prepare materials for QBRs, client meetings, and internal reporting.

• Maintain updated client records in CRM and internal systems.

• Track follow-ups, renewals, reminders, and deliverables.

• Process and route client inquiries to the appropriate manager or technician.

• Monitor aging tickets and follow up with relevant teams.

• Summarize client feedback and prepare notes for Client Care Managers.

2. Technical Team / POD Coordination

• Assist with ticket triage and assign tickets to available technicians when needed.

• Track workload across Pods and identify aging or unbalanced queues.

• Update SOPs, internal documentation, and knowledge base items.

• Communicate with clients for missing details or to schedule technician availability.

3. Procurement & Quote Coordination

• Assist with quote requests, product lookups, and ETA follow-ups.

• Track procurement orders, update clients on shipment status, and manage internal logs.

• Coordinate license renewals, hardware deliveries, and recurring service reminders.

4. Client Communication Support

• Send status updates, confirmations, and general communications to clients.

• Identify whether client needs fall under service or sales and route accordingly.

• Prepare and maintain templated responses for communication consistency.

• Support onboarding communication for new clients (welcome messages, next steps, contact details).

5. Reporting & Data Management

• Prepare weekly and monthly reports (CSAT, retention, ticket metrics, renewals, risk flags).

• Track KPIs for Client Care Managers and Technical Pods.

• Maintain dashboards to ensure accurate real-time documentation.

Qualifications

• 5+ years of experience in coordination or IT technical support (MSP experience required).

• Strong written communication and consistent follow-up skills.

• Highly organized, with the ability to multitask and prioritize effectively.

• Experience using Autotask and IT Glue (ITG).

• Capable of working independently in a remote setup with minimal supervision.

Success Criteria

• Fast, accurate support for Client Care Managers and Technical Pods.

• Clean, updated client documentation in all systems.

• Improved turnaround time for quotes, procurement, and client inquiries.

• Reduced aging tickets and smoother workload distribution.

• Consistent, professional client communication.

• Allowing Client Care Managers to focus on strategy, relationships, and retention rather than admin tasks.