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