Support Desk Call Coordinator

Centrada Solutions is a technology services company which specializes in serving Hotels, Hotel Owners and Hotel Management Companies. Our mission is to deliver the technology our clients need, when they need it, for a reasonable price. We assist our clients in making smart technology investments. In this vital, customer focused role, we seek an individual with the knowledge and experience to research questions using a variety of resources in answering any question or issue a customer may have. Currently hiring for MONDAY-FRIDAY ROLE AND RESPONSIBILITIES Call Management & Coordination • Utilize Centrada ticketing software and automation software to receive, log, and prioritize incoming technical support calls and service requests. • Route calls to appropriate technical teams based on issue type, urgency, and availability. • Monitor open tickets and ensure timely follow-up and resolution. • Maintain detailed records of all calls, including nature of the issue, actions taken, and resolution status. Technical Triage & Support • Perform initial technical assessment or triage to determine severity and category of issues. • Provide basic troubleshooting support when applicable (e.g., password resets, connectivity checks). • Escalate complex or unresolved issues to higher-level support or engineering teams. Communication & Documentation • Act as a liaison between clients, technical staff, and other departments. • Communicate clearly and professionally with stakeholders regarding issue status and resolution timelines. • Document procedures, call flows, and recurring issues to support continuous improvement. Qualifications: • 1 -2 years related experience • Experience with hardware repairs such as memory upgrades; screen, keyboard and HDD swaps; set- up, management and support of laptop PCs; and laptop distribution • Operational knowledge of O365 • Basic knowledge of LAN and WAN network equipment • Solid PC experience in Windows 10 and 11 environments; knowledgeable in the basic set up of a PC and proficient in the installation and support of commercial software • Proficient in the usage of Microsoft Office tools: Word, PowerPoint and Excel • In depth knowledge, support, and troubleshooting of remote access software • Solid interpersonal skills • Ability to multitask and prioritize in a fast-paced environment • Hospitality experience a PLUS • Technology related courses or certifications a PLUS Job Types: Full-time, Part-time, Contract, Temporary, Temp-to-hire Pay: From $15.00 per hour Benefits: • 401(k) • Dental insurance • Flexible schedule • Flexible spending account • Health insurance • Life insurance • Paid time off • Retirement plan • Tuition reimbursement • Vision insurance Work Location: Remote Apply tot his job Apply To this Job