Customer Support Coordinator

POSITION DESCRIPTION – Customer Support Coordinator, PrimeCall Services

Department : Prime Call Professional Services

Reporting to : Customer Support Manager - PrimeCall Services

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!

Responsibilities :

• 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.

Qualifications :

Working Conditions :