Customer Service Support Coordinator - Remote

Overview:

Connection has a fantastic opportunity for a Customer Service/Data Entry Coordinator role. This individual will sit in either the CST or EST time zone and the role is fully remote. Hours are Monday through Friday, 8AM-5PM CST.

What We Do

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

Working mainly under the supervision of the Lead-Project Support, handling basic and couple additional responsibilities, the Project Support Coordinator is responsible for coordinating project tasks involving our customers, service partners, and project team members by validating tickets, capturing details, processing the ticket data into Connection’s ticketing system, placing orders, performing asset management, and following up on outstanding tasks.

Where applicable, this position assures departmental processes are performed in compliance with applicable Sarbanes-Oxley controls.

Responsibilities:

Primary job duties:

• Assists with identifying and documenting standard operation procedures and job aids
• Ensures compliance with existing policies and procedures regarding processing service engagements.
• Manages client hardware asset management database by manually adding device and warranty details
• Assists with managing escalated customer issues received through e-mails
• Attends conference calls, meetings, and training necessary to perform duties and develop skills.
• Manages the client software & software asset management database by manually adding user and access level information.
• Maintains relevant portion of service tickets per project updates that could be related to stock issues, order updates, internal notes etc.
• Performs all other duties or special project tasks as assigned.
• Monitoring on outbound shipments through Connection’s internal BI system
• Creates and manages tickets & orders within Connection’s ticketing & order processing system.
• Validates hardware replacement tickets received and related to different service types (onboarding, offboarding, advance exchanges and refreshes) for Desktops, Laptops, Thin client, and peripherals through a manual or integrated process setup that Includes capturing the service type, device type, and peripheral details, along with following the standard procedures before entering the data and placing the orders.

Attendance:

Employees are required to be present at the approved work location to perform the functions of this position.

Requirements:

• Excellent written and verbal communication skills.
• Strong keyboarding skills; typing/data entry.
• Ability to perform repetitive tasks with a high degree of accuracy.
• Previous Customer Service or Administration support experience.
• Ability to work OT as needed.
• High level of concentration.
• Basic software and typing skills.
• Intermediate working knowledge of any ticketing system.
• Ability to pick up applications quickly and learn new tasks.
• Dependable, self-starter, capable of providing project oversight from beginning to end.
• High School Diploma or equivalency.
• Solid time management and organizational skills to meet service delivery targets.
• Intermediate working knowledge of Microsoft Outlook, Excel, and Word.
• Passion for providing excellent project and customer support.
• Strong multitasking and problem-solving abilities.

Min: USD $19.23/Hr. Max: USD $23.85/Hr.

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