Administrative Support Specialist

Summary/Objectives

The Administrative Support Specialist serves as a cross-functional team member supporting administrative operations, customer service, billing inquiries, contract administration, collections support, and Tier 1 service coordination. This role is designed to provide operational redundancy and cross-training across administrative functions while serving as a key customer-facing resource.

The Administrative Support Specialist acts as the a point of contact for customer billing and contract-related questions, assists with accounts receivable activities, and helps coordinate service delivery for Audio Visual (AV), Physical Security, and other designated solutions. This position is responsible for triaging support requests, maintaining customer communication throughout the service process, and ensuring issues are routed appropriately to technical teams.

The ideal candidate is highly organized, customer-focused, detail-oriented, and capable of managing multiple priorities while maintaining professional communication with customers, vendors, and internal teams

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Administrative Support

• Utilize Autotask, Acumatica, and other business systems to support daily operations.
• Provide cross-functional administrative and operational support.
• Maintain accurate customer, contract, and service records.
• Assist with process documentation and continuous improvement initiatives.

Customer Billing & Accounts Receivable Support

• Serve as an escalated contact for customer billing inquiries and invoice-related issues.
• Research and resolve billing discrepancies in coordination with internal teams.
• Assist with collections activities, account follow-up, and payment status inquiries.
• Support invoice preparation, distribution, and related financial documentation.

Contract Administration

• Respond to customer questions regarding agreements, renewals, service contracts, and billing terms.
• Support contract processing, tracking, and documentation management.
• Ensure contract records remain accurate and up to date within company systems.

Customer Support & Service Coordination

• Serve as the primary Tier 1 support and administrative coordinator for designated Velocity1 solutions, including AV and Physical Security.
• Receive, document, triage, and route support requests while gathering information needed for troubleshooting and dispatch.
• Coordinate technician scheduling and service delivery with internal support and field teams.
• Monitor ticket progress, maintain service documentation, and provide customers with timely status updates.
• Escalate issues when necessary and ensure service requests are resolved to customer satisfaction.

Operational & Financial Support

• Assist with proposal, order, and agreement processing.
• Support onboarding, implementation, and installation activities through project coordination.
• Assist with inventory tracking, procurement, and vendor coordination.
• Support reporting and administrative activities related to customer accounts and service operations.

Supervisory Responsibility

None.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

None.

Position Type/Expected Hours of Work

Full time - 40 hours/week

Travel

None.

Required Education and Experience

High School diploma required.

Must have some level of admin/ support level experience-data entry, workflow, billing, etc.

Preferred Education and Experience

Bachelor's degree

Work Authorization/Security Clearance (if applicable)

None.

AAP/EEO Statement

Velocity1 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Other Duties

Please note that the job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.