Summary: Central point of contact for incoming phone calls for Technical Support. This position provides administrative and project support to the Technical Support Team within Product Support. Essential Duties and Responsibilities Technical Support Coordination: <ul style="margin-top:0.0in;margin-bottom:0.0in"> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">Support incoming calls and emails for Technical Support</li> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">Create and Manage Service Notifications within SAP and assign to the appropriate TS Technician</li> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">Monitoring of open Service Notifications and following up with TS Tech on notification status</li> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">Provide daily reports to the TS Team</li> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">Assist Sales Reps, Regional Sales Managers and Key Account Managers with job history when requested</li> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">Process on-call payroll</li> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">Manage on-call techs with the answering service</li> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">Other duties as required</li> </ul> Process <ul style="margin-top:0.0in;margin-bottom:0.0in"> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">Help identify process efficiencies and compliance.</li> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">Document work process for area of responsibility.</li> </ul> Qualifications / Characteristics To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Customer Support Coordinator must be committed to service excellence and demonstrate a Customer First attitude at all times, possess excellent verbal and written communication skills; must be punctual; self-motivated; have ability to work without direct supervision and must display professionalism, patience/empathy in time sensitive situations. <ul style="margin-top:0.0in;margin-bottom:0.0in"> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">Ability to learn and become highly effective in SAP (ERP system)</li> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">Strong work ethic, trainable, coachable, flexible and visionary</li> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">Calmness under pressure</li> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">Attention to detail a must</li> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">Good decision making and communication skills</li> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">Interest in helping and working with customers</li> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">Sound practical judgement of priorities</li> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">Ability to work independently and as a team member</li> </ul> Education <ul style="margin-top:0.0in;margin-bottom:0.0in"> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">High School Diploma</li> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">1 – 2 years in Customer Service or equivalent customer service</li> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">Proficient in Microsoft office software</li> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">SAP experience preferred, but not required</li> <li style="margin:0.0in 0.0in 0.0in 32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif">High call volume/fast-paced call center experience preferred, but not required</li> </ul> Hourly Rate: $21 - $23/hour

Customer Support Coordinator (Frederick, Maryland, MD, US, 21704) @ STULZ Air Technology Systems, Inc.

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