Job Openings >> Customer Support Coordinator
Customer Support Coordinator
Summary
Title:Customer Support Coordinator
ID:1024 CSC
Department:Customer Care Operations
Description
Are you passionate about technology and supporting first responders? If so, read on!

As a NorcomCT Customer Support Coordinator you will be responsible to receive and document service, installation and other requests from customers and coworkers, coordinate and schedule technicians, proactively monitor technical activities throughout the day and adjust priorities as needed, receive and document technical updates from technicians, manage and process equipment and system repairs, request repair quotes from vendors, prepare and deliver service and installation quotes to customers, update service orders to facilitate billing in our CRM system. All members of the customer support team handle various customer interactions and administrative tasks.

This position requires experience with the use of two-way radio communications systems in the public safety/first responder environment and/or must have demonstrated technical aptitude and experience. The ideal candidate for this position is a self-starter who can manage multiple priorities with varying levels of difficulty in a fast paced, demanding environment.
The position is staffed at our Naugatuck location, Monday through Friday 8:00am to 5:00pm, and may require occasional travel to customer locations or trainings.

Compensation
$18.00 to $28.00 per hour (plus profit sharing, bonuses and incentives)
Initial compensation is based on applicant’s skills, experience, training/education, and certifications
Benefits include Medical, Dental, Disability and Life insurance, 401k, Paid Time Off and Paid Holidays

If you have the drive and desire to learn Motorola public safety technology products and solutions, while supporting first responders APPLY NOW!


About our Clients
https://www.youtube.com/watch?v=ebJFHcnaGCA
https://www.youtube.com/watch?v=MJoueMNIJ2U

About our Company
NorcomCT, a leader in the wireless communications industry, is seeking outstanding, top-performing individuals to join our team. Headquartered in Naugatuck, Connecticut, NorcomCT specializes in the design, sale, implementation and support of wireless communications and data solutions for public safety, government, and commercial clients throughout Connecticut.

We are proud to offer industry leading Motorola products and solutions and have been recognized as an outstanding Motorola Solutions Sales Partner and Service Provider on several occasions.

As we continue to succeed and grow we are seeking talented, enthusiastic individuals to join our team of over 50 employees to provide world class products and solutions to our clients. Our clients depend on our products to help protect the public and save lives; our clients depend on our team to provide solutions to ensure their mission critical systems are always available to support their agency’s objectives and provide a lifeline to first responders.


Our goal is to provide a work experience that will create a long term, mutually beneficial relationship between our staff, the company and our clients.

Duties and Responsibilities:
  • Answer and address/direct phone calls from customers and employees
  • Create cases for customer requests in CRM/case management system
  • Update cases in CRM/case management system based on information received from service technicians and others
  • Determine action and response urgency required for customer requests and schedule appropriate technical employees or escalate as required
  • Identify and coordinate required internal resources, schedule work with customers and enter/update assignments in the scheduling system
  • Confirm scheduled services with customers
  • Proactively monitor technical activities throughout the day and re-prioritize schedule and assignments as required or escalate issues for resolution by others
  • Work with customers and technical staff to determine what items are needed to support service and installation activities, prepare and deliver quotations to customers and initiate customer orders in our order management system
  • Request repair and parts quotes from vendors
  • Manage equipment repair process, including obtaining customer authorization, initiating depot repair, processing field replaceable units (FRUs), coordinating equipment for shipment and processing repaired equipment upon return
  • Notify customer of repair details and costs, obtain and document customer billing authorization
  • Verify orders are complete before scheduling work, including management and release of parts and equipment when required
  • Proactively review case/order status on critical orders, work with others to expedite orders and provide customers with status updates when required
  • Review completed cases for accuracy, finalize details and pricing and send to billing department to be invoiced
  • Proactively manage and update personal CRM and Asana (project management system) tasks and deliverables
  • Proactively manage assigned work flow queues and resolve issues or escalate as needed
  • Coordination of company building and vehicle repair and maintenance.
  • Attend customer meetings at our facility and customer sites in company owned vehicles when required
  • Other duties as needed
Required Qualifications:
  • Customer service/internal support experience is preferred
  • Must be extremely detail oriented with the ability to manage multiple tasks with varying levels of difficulty
  • Experience with the use of two-way radio communications systems in the public safety/first responder environment is preferred
  • Must have technical aptitude
  • Strong problem-solving skills
  • Ability to compose and properly format professional, grammatically correct emails, correspondences and letters
  • Ability to read and understand basic technical documents
  • Ability to pass company’s and customer’s background checks
  • Ability to pass pre-employment physical and drug tests
  • Must have Connecticut driver’s license with good driving record
  • Proficiency in the use of computers and standard office equipment
  • Proficiency and experience in the use Microsoft Outlook (Email), Word, Excel, web browser and other standard Windows programs
  • Ability to lift and carry 25 pounds of equipment
Preferred Qualifications:
  • Specific experience with technology solutions and/or industrial or government organizations
  • Experience as a first responder
  • Experience with the use of two-way radio communications systems or equipment
In addition to these requirements, we desire individuals who are team-oriented and who work and communicate effectively with others at all levels throughout the organization. Excellent customer service skills with the desire to provide world-class support are a must.

Application and Evaluation Process:
  • Submit online application and attach resume
  • If selected to advance
  • Complete three online assessments
  • Phone interview
  • In person interview
  • Background check, Motor Vehicle Records (MVR) check and drug test
  • We expect the evaluation process may take up to 60 days.

To be considered for this position, complete the online application and attach resume by clicking the "Apply" link below.

You will receive a confirmation email after submittal. If you do not receive a confirmation email, please contact us at employment@norcomct.com.

Closing date for this position has not been determined

Northeastern Communications, Inc. dba NorcomCT is an Equal Opportunity/Affirmative Action Employer. 


 

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