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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