IT Customer Care Coordinator

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