Customer Support Coordinator USA - East Coast (Preferred location) ? Sarasota, FL
PPosition Responsibilities
? Receive, enter service software, and then dispatch calls for Spectrum Dynamics service and applications support.
? Assist with service contract management and renewal processes.
? Disseminate daily data packages to secondary vendors and service partners.
? Review and note monthly reporting for service activities.
? Asset with process development and growth for a new service group.
? Review inbound emails from customer base and respond accordingly.
Experiences, Knowledge, Skills and Abilities
? Experience using all options of the Microsoft business platform; (Outlook, Word, Excel, PPT)
? Experience in answering customer calls and directing to correct group for resolution.
? Light data entry in service call process, Salesforce experience - an advantage.
? Ability to communicate and respond in kind manor with customers in potentially stressful situations. All customer interaction will be via phone or email no face-to-face interaction.
? Detail oriented in reviewing customer service tickets and invoicing.
? People person - patient, consistent, and charismatic.
? Calls handling - receiving incoming calls. Dispatch Field Service Engineers. Support ordering parts. Monitor the call?s life cycle until closing.
? Assist the Regional Manager to manage the work plans - installations, upgrades, priorities.
? SalesForce admin - calls, contracts, RMA, Install base.
? Service reports - KPIs (team, product, customers), Install base, Contracts rate, etc.
Job Types: Full-time, Contract
Work Location: Remote