Customer Support Coordinator (Frederick, Maryland, MD, US, 21704)

p style="margin:0.0in;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif"strongspan style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Summary:/span/strongspan style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e" 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./span/p p style="margin:0.0in;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif" /p p style="margin:0.0in;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif"strongspan style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Essential Duties and Responsibilities/span/strong/p p style="margin:0.0in;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif" /p p style="margin:0.0in;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif"strongspan style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Technical Support Coordination:/span/strong/p 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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Support incoming calls and emails for Technical Support/span/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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Create and Manage Service Notifications within SAP and assign to the appropriate TS Technician/span/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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Monitoring of open Service Notifications and following up with TS Tech on notification status/span/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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Provide daily reports to the TS Team/span/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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Assist Sales Reps, Regional Sales Managers and Key Account Managers with job history when requested/span/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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Process on-call payroll/span/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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Manage on-call techs with the answering service/span/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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Other duties as required/span/li /ul p style="margin:0.0in;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif" /p p style="margin:0.0in;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif"strongspan style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Process/span/strong/p 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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Help identify process efficiencies and compliance./span/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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Document work process for area of responsibility./span/li /ul p style="margin:0.0in;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif" /p p style="margin:0.0in;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif"strongspan style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Qualifications / Characteristics/span/strong/p p style="margin:0.0in;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"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 emCustomer First/em 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./span/p p style="margin:0.0in;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif" /p 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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Ability to learn and become highly effective in SAP (ERP system)/span/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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Strong work ethic, trainable, coachable, flexible and visionary/span/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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Calmness under pressure/span/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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Attention to detail a must/span/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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Good decision making and communication skills/span/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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Interest in helping and working with customers/span/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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Sound practical judgement of priorities/span/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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Ability to work independently and as a team member/span/li /ul p style="margin:0.0in;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif" /p p style="margin:0.0in;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif"strongspan style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Education/span/strong/p 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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"High School Diploma/span/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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"1 – 2 years in Customer Service or equivalent customer service/span/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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Proficient in Microsoft office software/span/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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"SAP experience preferred, but not required/span/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"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"High call volume/fast-paced call center experience preferred, but not required/span/li /ul p style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;margin-left:32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif" /p p style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;margin-left:32.0px;line-height:normal;background-color:white;font-size:12.0pt;font-family:Aptos, sans-serif"span style="font-size:10.5pt;font-family:Arial, sans-serif;color:#1d2d3e"Hourly Rate: $21 - $23/hour/span/p