Customer Support Coordinator

Job Summary:

The Customer Support Coordinator will play a crucial role in ensuring the seamless operation of our customer support process. Your primary responsibility will be to direct incoming support ticket requests, efficiently distribute assignments to our helpdesk technicians, oversee billing for time and materials (T&M) work, coordinate the dispatch of field technicians or local subcontractors, and handle various internal and external customer-related inquiries. Your exceptional organizational skills, strong communication abilities, and commitment to delivering outstanding customer service will be essential for success in this role as we deliver world class PrimeCall Services! 

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• Receive and review incoming support ticket requests from customers, ensuring accuracy and completeness of information. 
• Analyze support ticket details, determine entitlement, and appropriate assignment of tasks to helpdesk technicians based on skillsets, availability, and workload distribution. 
• Collaborate with the billing department to accurately invoice customers for T&M work, ensuring adherence to pricing guidelines and contract terms. 
• Coordinate the timely dispatch of field technicians or local subcontractors to customer sites, considering geographical locations, service level agreements (including travel and/or additional equipment needs), and urgency of requests. 
• Monitor and track the progress of ‘owned’ support tickets (skipping tier 2), providing regular updates to customers regarding the status of their inquiries or service requests. 
• Effectively communicate with customers to gather additional information, clarify details, and address any concerns or questions they may have. 
• Maintain accurate and organized records of all customer interactions, service requests, assignments, and billing information in FRESH. 
• Assist in the development and implementation of process improvements to enhance the efficiency and effectiveness of the customer support workflow. 
• Collaborate with cross-functional teams, including technical support team, billing, and operations, to ensure seamless coordination of customer-related activities.
• Provide exceptional customer service by promptly addressing customer inquiries, resolving issues, and maintaining a positive and professional demeanor. 

• High school diploma or equivalent; Associate's or Bachelor's degree in a relevant field preferred. 
• Proven experience in customer support, helpdesk coordination, or related roles. 
• Strong understanding of customer service principles and practices. 
• Excellent communication skills, both written and verbal. 
• Proficiency in using customer support software and ticketing systems. 
• Detail-oriented with exceptional organizational and multitasking abilities. 
• Ability to prioritize tasks and make informed decisions under pressure. 
• Familiarity with billing processes and T&M invoicing is a plus. 
• Knowledge of technical terminology and basic understanding of field technician operations is advantageous. 
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and other relevant software applications. 

• This position is a hybrid-based position in our [Location] office and requires at a minimum 3 days a week in the office to build and foster local relationships with local technicians and other staff members. 
• Standard office hours apply, with potential for extended hours during peak periods. 
• Interaction with customers and team members may occur in person, over the phone and on video.  The expectation is to be camera ready at all times and interact with our internal and external customers over video anytime possible.