IT Customer Care Coordinator

Job Summary

Acting as the primary liaison between clients and technical teams, the full-time IT Customer Care Coordinator will manage incident resolution, perform technical analysis, and ensure service quality in a remote environment.

Key responsibilities

• Serve as the main point of contact for clients, facilitating communication and alignment during incident management
• Coordinate cross-functional efforts to resolve incidents while ensuring compliance with service level agreements
• Lead post-incident reviews and maintain operational documentation to drive continuous improvement

Required qualifications

• 3+ years of experience in Incident Management, Technical Support, or Customer Success in technology-driven environments
• Strong understanding of databases (SQL/NoSQL), REST APIs, and SOAP services
• Familiarity with technologies such as Node.js, MongoDB, Kubernetes, Docker, and React.js
• Proven ability to manage multiple incidents simultaneously while ensuring SLA/OLA compliance
• Excellent written and verbal communication skills in English and Spanish