Organization/Department: Support Operations Center 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
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
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Office
3505 Newpoint Place
Suite 450
Lawrenceville, GA 30043
