Technical Services Support Coordinator

• Answer incoming Technical Services calls in a professional, timely, and customer-focused manner.
• Serve as the primary intake point for customer technical support requests, service concerns, and equipment-related issues.
• Gather complete and accurate information from customers regarding service needs, equipment concerns, symptoms, site details, and relevant account information.
• Create detailed, organized, and accurate Salesforce service cases that provide the Technical Services team with the information needed to efficiently evaluate and resolve the issue.
• Ensure all customer interactions, case notes, issue descriptions, and supporting details are properly documented in Salesforce.
• Identify and capture critical information such as equipment type, site location, contact information, issue summary, observed behavior, environmental details, and urgency level.
• Properly categorize, prioritize, and route cases within Salesforce to the appropriate Technical Services resource or workflow.
• Maintain data accuracy and consistency within Salesforce to support reporting, case tracking, and operational efficiency.
• Follow established intake processes and documentation standards to ensure high-quality case creation.
• Communicate clearly with customers regarding next steps, expectations, and case handoff procedures.
• Support case follow-up activities as needed, including documentation updates and customer communication.
• Maintain consistent phone coverage and responsiveness during assigned business hours.
• Collaborate with internal departments when additional information is needed to support accurate case documentation.

• High school diploma required; associate degree or equivalent experience preferred.
• Previous experience in customer service, call intake, service coordination, dispatch, case management, or administrative support roles preferred.
• Experience working within Salesforce, CRM systems, or ticket management platforms strongly preferred.
• Strong data entry accuracy and documentation skills with excellent attention to detail.
• Basic technical understanding of:
  • Wi-Fi / internet connectivity concepts
  • Mobile application usage and access
  • Basic electronics and connected device terminology
  • Equipment issue reporting and technical communication
• Ability to ask effective clarifying questions to gather accurate and complete information.
• Strong verbal and written communication skills.
• Excellent organizational and multitasking abilities in a fast-paced environment.
• Proficiency with Microsoft Office and web-based systems.
• Ability to learn internal processes, product terminology, and case routing procedures quickly.

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