Customer Support Coordinator

You’re a multitasker, capable of moving a mile a minute and keeping everyone else on track. There’s an art and a science to a well-organized calendar—and nothing makes you happier than an empty inbox.

Remote, IL


<p><strong>At Connection, our purpose is simple: we connect people with technology. From hardware&mdash;PCs, printers, servers, and more&mdash;to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We like to think of ourselves as the IT Department for our customers&rsquo; IT Department. Our company started out almost 40 years ago with two employees and a phone line. Today we&rsquo;re a Fortune 1000 IT solutions partner operating in 174 countries around the world&mdash;still driven by that startup mentality and guided by our original purpose.</strong></p>

keywords: position summary,position details,what we do,who we are,why you should join us,management,tickets,support,education & experience,skills

Full Time

Overview: <br />Connection has a fantastic opportunity through our Managed Services division for a Customer Service Support Coordinator in Schaumburg, IL. This is a permanent, full-time role. The position would be hybrid for local candidates to the Schaumburg, IL area and remote for non-local candidates.&nbsp;<br /><br /> <div> <p>The Project Support Coordinator is responsible for coordinating project tasks involving our customers, service partners, and project team members by providing status, capturing status, and following up on outstanding tasks.&nbsp;</p> </div> <div>&nbsp;</div> <div><strong>Full-time&nbsp;</strong><strong><strong>TUES &ndash; SAT, 7 am to 4 pm - *Saturday start time can be flexible if needed*.<br /><br /><br /></strong></strong> <p><strong>What We Do:</strong></p> <p>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&rsquo;s what we do. We&rsquo;re the IT Department&rsquo;s IT Department.</p> <p>&nbsp;</p> <p><strong>Who We Are:</strong></p> <p>Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It&rsquo;s what makes Connection unique&mdash;what drives us to innovate and create technology solutions that stand apart from the crowd. We&rsquo;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.</p> <p>&nbsp;</p> <p><strong>Why You Should Join Us:</strong></p> <p>You&rsquo;ll find supportive teammates and a rewarding career at Connection&mdash;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&rsquo; emotional well-being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You&rsquo;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.</p> <strong><br /><br /></strong></div>
Responsibilities: <br /> <ul> <li>Validates hardware replacement tickets received for mobile devices (iPhones, iPads, Tablets &amp; EMV card readers) through integration process that Includes capturing the serial number, device name and issue details, following the standard procedures before entering the data and placing the orders.</li> <li>Creates and manages tickets &amp; orders within Connection&rsquo;s ticketing &amp; order processing system.</li> <li>Manages the asset management database by adding and modifying device serial numbers and names.</li> <li>Assists with managing escalated customer issues received through e-mails, inbound &amp; outbound calls.</li> <li>Maintains relevant portion of service tickets per project updates.</li> <li>Handles a very minimal number of inbound calls, create tickets and place repair orders.</li> <li>Handles outbound calling task for defective device returns on as-needed basis.</li> <li>Ensures compliance with existing policies and procedures regarding processing service engagements.</li> <li>Assists with identifying and documenting procedures.</li> <li>Attends conference calls, meetings, and training necessary to perform duties and develop skills.</li> <li>Performs all other duties or special project tasks as assigned.</li> </ul>
Requirements: <br /> <ul> <li>High School Diploma or equivalency.</li> <li>Previous Customer Service or Administration support experience.</li> <li>Intermediate working knowledge of any ticketing system.</li> <li>Basic software and typing skills.</li> <li>High level of concentration.</li> <li>Intermediate working knowledge of Microsoft Outlook, Excel, and Word.</li> <li>Strong keyboarding skills; typing/data entry.</li> <li>Excellent written and verbal communication skills.</li> <li>Strong multitasking and problem-solving abilities.</li> <li>Solid time management and organizational skills to meet service delivery targets.</li> <li>Passion for providing excellent project and customer support.</li> <li>Dependable, self-starter, capable of providing project oversight from beginning to end.</li> <li>Ability to pick up applications quickly and learn new tasks.</li> <li>Ability to perform repetitive tasks with a high degree of accuracy.</li> <li>Ability to work OT as needed.</li> </ul>