It Client Experience Coordinator

Description:

IT Client Experience Coordinator

You are someone who “gets” IT - but more importantly, you understand how IT work flows. You’re someone who naturally connects the dots, spots gaps, and ensures nothing falls through the cracks. You enjoy working with technology, but you thrive even more in organizing it, prioritizing it, and making sure the right people are working on the right things at the right time.

You know how to talk to people. Whether it’s calming a frustrated user, asking the right probing questions, or nudging a teammate for an update, you communicate clearly and confidently. You recognize that every ticket represents someone needing help and you make sure they feel heard.

You are a problem solver. Not every issue is yours to fix but every issue is yours to move forward. You’re not afraid to step into unfamiliar territory, ask questions, or use tools like knowledge bases and AI to gather the right information. You understand that speed matters, but clarity and accuracy matter more.

This is a highly visible, fast-paced role. Reporting to the Manager – IT Client Experience, you’ll act as the central hub of our support operation. You’ll monitor incoming requests, coordinate across teams, and ensure service levels are met. The job can be demanding, but you know how to manage expectations, prioritize effectively, and keep communication flowing.

You recognize that ticket quality, documentation, and follow-through are critical. No one loves administrative work, but you take pride in doing it well because it directly impacts the success of the entire support team.

Key Responsibilities
 

• Act as the central owner of the support requests in our ticketing platform, ensuring all tickets are reviewed, triaged, and progressed.
• Provide timely acknowledgment for every incoming request, ensuring users feel heard and supported.
• Assign and route tickets based on team workload, skillset, and priority.
• Proactively monitor unassigned tickets, ensuring ownership is established within defined timeframes.
• Identify and escalate urgent or VIP requests immediately, including direct communication with assigned resources.
• Maintain visibility across teams, bringing awareness to:
  • High-priority incidents
  • Tickets lacking action
• Use probing questions to set technicians up for success.
• Track and enforce SLA adherence, ensuring tickets are moving and not becoming stale.
• Follow up on inactive or stalled tickets and requests closed due to inactivity.
• Perform light-touch request fulfillment for simple, approval-based or low-complexity tasks.
• Continuously validate ticket quality, including:
  • Clear and accurate summaries
  • Correct request types
  • Proper categorization and prioritization
• Adjust ticket priority based on impact and urgency, documenting rationale for changes.
• Reassign tickets as needed, especially when conflicts arise (e.g., out-of-office resources).
• Identify trends and provide early warning on potential incidents or outages.
• Manage duplicate tickets, linking and closing where appropriate.

Core Skills & Attributes
 

• Strong organizational and multitasking abilities
• Excellent written and verbal communication
• Ability to prioritize in a fast-paced environment
• High attention to detail and process discipline
• Customer-first mindset with a sense of urgency
• Familiarity with ITSM tools (e.g., Atlassian Jira) and support workflows
• Comfort using AI tools and knowledge bases to enhance efficiency