Coordinator, CS System & Project Support

The Coordinator, CS System & Project Support maintains our Customer Service (CS) systems, supports projects, and ensures operational efficiency across the Customer Service organization. This role manages system administration, troubleshoots issues, analyzes system performance, and partners with stakeholders to implement project enhancements.

CS System Support

• • Respond to user inquiries via phone, email, chat, or ticketing systems.
  • Log, categorize, and prioritize support tickets accurately.
  • Provide first-line troubleshooting for common issues such as password resets, access, system integrations, and application errors
  • Perform system administration tasks such as user account management, permissions in CS Contact Center systems (CRM, Telephony, and LMS)
  • Escalate unresolved integration or web issues to IT or system vendors for resolution
  • Create and maintain Procedures for CS Contact Center systems (CRM, Telephony, and LMS)
  • Conduct routine reporting of tickets for trends, groups, and SLAs
  • Perform root cause analysis for recurring problems and recommend long-term solutions
  • Participate in system upgrades, migrations, and technology rollouts

Project Management

• • Manage planning, execution, and tracking of CS‑related projects (system upgrades, process improvements, product launches, and new tool rollouts)
  • Create and maintain Project Management template, SOPs, and instructional guides
  • Develop project documentation, timelines, and status reports.
  • Facilitate communication between CS, IT, Operations, and other stakeholders
  • Assist in testing new features, integrations, and system enhancements
  • Train and support Customer Service on the use of the Brother Project Management methodologies
  • Support change‑management efforts during system or process updates

Administrative Support 

• • Maintain MS Teams channels for Customer Support groups and projects
  • Maintain CXC Customer Service SharePoint/TEAM sites with policies and procedures; department playbooks; project plans, action tracker; PMO training, guides, and templates documents, etc.

• • High School Diploma (or G.E.D.)
  • Bachelor's Degree (or equivalent experience)

Experience

• • Minimum 3 years
  • Experience working in a Contact Center environment; Experience working with a ticketing system

Licenses and Certifications 

• • CAPM (Preferred )
  • PMP - Project Management Professional (Preferred)

Software/Technical Skills

• • MS Office (Word, Excel, PowerPoint, Outlook, and Teams)
  • Project Management Principles
  • Knowledge of CRM or Telephony systems (such as Salesforce, Oracle Service Cloud or other)

Other Skills/Knowledge/Abilities

• • Strong written/verbal communication and presentation skills
  • Ability to complete special projects as assigned and directed by management with little to no guidance, as defined by business needs
  • Ability to work in a fast-paced environment and meet deadlines
  • Innovative thinker and problem-solver

This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers. #LI-Hybrid

Base Salary 

• The targeted base salary range for this position is $24.08 - $28.85 hourly.
• Base salary is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data. 
• The base salary accounts for the entirety of the on-target earnings for this role. No additional incentives or variable pay are applicable.