Customer Care & IT Support Coordinator

Position Overview

Enterprise Computer is looking for a friendly, dependable, and organized person to join our team in a Customer Care / Front Desk Support role.

This position is often the first point of contact for our customers, whether they call, email, or walk into the office. The ideal candidate should be comfortable working with people, handling multiple requests at once, and learning basic computer and technology troubleshooting.

This is a customer-focused position with a mix of customer service, administrative work, retail sales, scheduling, and basic technical support.

Responsibilities

• Answer incoming phone calls and assist customers with questions or service requests
• Greet and assist customers who come into the office
• Gather information about computer and technology problems and create service tickets
• Help determine whether a customer needs remote support, in-shop service, or an on-site technician
• Schedule appointments and coordinate service calls
• Communicate service status and updates to customers
• Assist customers with basic computer, email, printer, password, and connectivity questions
• Perform basic troubleshooting when appropriate
• Assist with retail sales of computers, accessories, cables, printers, and other technology products
• Prepare customer pickups and help explain completed repairs or services
• Process payments and customer transactions
• Assist with quotes, invoices, paperwork, and general office administration
• Follow up with customers regarding open service requests
• Communicate clearly with technicians so they have the information needed to resolve customer issues
• Help maintain an organized front office and customer service area

What We Are Looking For

The right person does not need to be an experienced IT technician, but they should be comfortable with computers and willing to learn.

We are looking for someone who is:

• Friendly and professional with customers
• Comfortable speaking with people on the phone
• Patient and able to explain things clearly
• Organized and able to manage several tasks at once
• Dependable and punctual
• Comfortable using Windows computers, Microsoft Office, email, and web-based applications
• Able to learn basic computer troubleshooting
• Comfortable asking questions and gathering information from customers
• Able to work independently while also being part of a small team
• Interested in technology and willing to learn

Helpful Experience

Experience in any of the following would be helpful but is not required:

• Customer service
• Office administration
• Retail sales
• Help desk or technical support
• Computer repair
• Microsoft 365
• QuickBooks or other invoicing/accounting software
• Working for a small business

Technical Knowledge

Advanced technical certifications are not required. However, candidates should have a good general understanding of everyday technology, including:

• Windows computers
• Microsoft Office
• Email
• Printers
• Wi-Fi and Internet connections
• Smartphones and tablets
• Basic computer terminology

Training will be provided for our internal systems, ticketing procedures, products, and services.

Ideal Candidate

This position is a good fit for someone who enjoys helping people and has enough interest in technology to understand customer problems and help move them toward a solution.

The most important qualities are customer service, communication, reliability, organization, and a willingness to learn.

Schedule

Full-time or part-time depending on experience and availability.

Position is primarily based at our Clinton, Connecticut office.

About Enterprise Computer

Enterprise Computer is a locally owned technology company serving businesses, municipalities, and residential customers throughout Connecticut.

We provide managed IT services, cybersecurity, Microsoft 365, computer repair, networking, cloud services, backup solutions, and general technology support.

Our goal is to provide customers with knowledgeable, responsive, and personal service.