About this role
At TD SYNNEX-SHYFT we are looking for someone who provides end-to-end coordination and customer support for maintenance involving on-site visits and managed services. Acts as a primary point of contact for customers and technicians, responding to inquiries and ensuring clear, timely communication throughout the case lifecycle.
This role is responsible for ensuring accurate case documentation, effective follow-up, timely communication, and compliance with established operating procedures, service-level agreements (SLAs), customer-specific requirements, and GTAC (Global Technical Assistance Center) quality standards. The CSR monitors case progress, addresses pending actions, coordinates with the appropriate stakeholders, and ensures that cases are successfully resolved or formally transferred to the responsible team
Follows procedures and guidelines to provide service to customers in a timely manner.
Essential Duties & Responsibilities Required
- Manage service requests from case initiation through resolution, closure, or formal transfer to the appropriate team.
- Provide timely, professional, and clear communication to customers, field technicians, Dispatch teams, internal stakeholders, and service providers.
- Analyze, document, update, and manage cases in accordance with established procedures and operational guidelines.
- Ensure that all case information, activities, customer communications, and resolution details are accurately recorded in the appropriate systems.
- Creates Salesforce cases and all tasks associated with customer calls, e-mails, etc.
- Creates follow-ups with customers in order to provide the best customer experience.
- Identifies issues that need escalation and passes on to the appropriate person.
- Follows department guidelines for methods of research and accuracy.
- Maintains notes in appropriate systems.
Qualifications, Required Knowledge Skills & Abilities and Working Conditions
Education & Certifications
- High School Diploma Required.
Required Knowledge, Skills & Abilities
- Able to execute instructions and to request clarification when needed.
- Possesses basic clerical and data entry skills.
- Possesses strong data entry skills.
- Ability to input 60 words per minute
- Able to perform basic mathematical calculations.
- Able to recognize and attend to important details with accuracy and efficiency.
- Able to communicate clearly and convey necessary information.
- Able to converse and write effectively in English and Spanish.
- Possesses strong multi-cultural interpersonal skills.
- Able to maintain and promote social, ethical, and organizational standards in conducting internal and external business activities.
- Able to maintain confidentiality of sensitive information
- Able to build solid, effective working relationships with others.
- Able to exhibit ability to be sensitive to the needs, concerns, and feelings of others.
- Able to quickly learn new systems and technology.
- Able to use relevant computer system applications at an intermediate level.
At Shyft Global Services, a TD SYNNEX Company, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact.
#DNS
What’s In It For You?
- Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
- Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
- Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
- Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
- Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
- Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.
Don’t meet every single requirement? Apply anyway.
At Shyft Global Services, a TD SYNNEX Company, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!
We are an equal opportunity employer and committed to building a team that represents and empowers a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, disability, genetics, age, or any other characteristic protected by law.