Organization/Department: Support Operations Center
Reports To: Technical Support Manager
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.
3505 Newpoint Place
Lawrenceville, GA 30043