TITLE: Case Coordinator

Organization/Department: Support Operations Center (SOC)
Reports To: Technical Support Manager

Position Overview

Source’s relentless goal is to provide world-class support to customers & partners by creating client value.  Case Coordinators are the important first point of customer contact whose key responsibilities include quickly responding to requests for assistance, communicating with professionalism and empathy, efficiently gathering the appropriate customer information, accurately framing each case and assigning cases to the appropriate technical support team.

Success requires responsiveness, courtesy, disciplined self-direction, ability to effectively multi-task, follow-through, clear communication and skill to manage customer situations often under tight deadlines.  Expect regular interaction with customers, team members and others.  Focus is to resolve issues swiftly, professionally and with a keen sense of quality and the customer experience.

Source supports a broad, diverse set of customers. Case Coordinators are responsible pursue excellence in executing all Source customer processes to meet their requirements.  It is important to clearly document workflow activities as they occur so customers are able to monitor case progress.  Additionally, Source persistently pursues continuous improvement.  Everyone is expected to strive for continuous improvement individually and as a team.

Key responsibilities include:

  • Quickly & efficiently responding to customer/partner requests for technical support
  • Monitoring all inbound communications to ensure that all channels (phone, email & console) are handled promptly & that none are missed
  • Projecting a professional, can-do attitude in all written & verbal communications
  • Accurately creating customer cases and RMAs to ensure proper downstream handling
  • Adhering to established procedures & protocols to ensure superior customer satisfaction
  • Delivering responsiveness & integrity in all customer communications
  • Accurately documenting, tracking & monitoring cases to ensure timely resolution
  • Seeking aid & help from SOC staff as needed
  • Escalating to SOC management and partners per established procedures
  • Working with the SOC to accomplish assigned goals & objectives
  • Actively participating in the shift rotation including weekends, after hours & holidays as needed
  • Performing other duties and projects as assigned

Education & Experience

  • GED or equivalent industry experience
  • 2+ years working in a customer-facing service or support role
  • CompTIA IT Fundamentals course

Required Technical Skills

  • Working knowledge of Office 365 (Outlook & Excel, in particular)
  • Can-do attitude paired with ability & desire to quickly learn new processes and technologies
  • Case management experience in Salesforce Service Cloud preferred

Required Soft Skills

  • Dedication and focus on customer satisfaction and follow-through
  • Strong phone presence coupled with outstanding customer service skills
  • Ability to multi-task & thrive in fast-paced environment
  • Patience in dealing with stress and challenging situations
  • Experience, judgment and drive to plan, make decisions and accomplish individual & team goals
  • Excellent teamwork aptitude and skills
  • Strict attention to detail especially in following case process documentation
  • Good writing skills to create relevant, succinct case notes
  • Strong computer skills including typing accurately while on the phone to capture required case information
  • Organized with demonstrated ability to work independently, take initiative and solve problems
  • Manage all internal & external interactions in a professional and courteous manner

Physical Requirements & Work Environment

  • Expected to work at Source’s office unless other arrangements have been agreed to
  • Reasonable accommodations may be made to enable performance of essential job functions
  • Ability to efficiently operate a computer is expected
  • Regularly required to sit, use hands/fingers, speak and listen
  • Specific vision abilities include close vision, color vision and ability to adjust focus
  • Low to moderate noise volume
If you are interested in this position please send your resume to HR@sourcesupport.com