About the role
Summary: Central point of contact for incoming phone calls for Technical Support. This position provides administrative and project support to the Technical Support Team within Product Support.
Essential Duties and Responsibilities
Technical Support Coordination:
- Support incoming calls and emails for Technical Support
- Create and Manage Service Notifications within SAP and assign to the appropriate TS Technician
- Monitoring of open Service Notifications and following up with TS Tech on notification status
- Provide daily reports to the TS Team
- Assist Sales Reps, Regional Sales Managers and Key Account Managers with job history when requested
- Process on-call payroll
- Manage on-call techs with the answering service
- Other duties as required
Process
- Help identify process efficiencies and compliance.
- Document work process for area of responsibility.
Qualifications / Characteristics
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Customer Support Coordinator must be committed to service excellence and demonstrate a Customer First attitude at all times, possess excellent verbal and written communication skills; must be punctual; self-motivated; have ability to work without direct supervision and must display professionalism, patience/empathy in time sensitive situations.
- Ability to learn and become highly effective in SAP (ERP system)
- Strong work ethic, trainable, coachable, flexible and visionary
- Calmness under pressure
- Attention to detail a must
- Good decision making and communication skills
- Interest in helping and working with customers
- Sound practical judgement of priorities
- Ability to work independently and as a team member
Education
- High School Diploma
- 1 – 2 years in Customer Service or equivalent customer service
- Proficient in Microsoft office software
- SAP experience preferred, but not required
- High call volume/fast-paced call center experience preferred, but not required
Hourly Rate: $21 - $23/hour
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