Technical Services Support Coordinator
On-site · Charlotte, North Carolina, United States
Job Summary
Technical Services Support Coordinator serves as the front-line intake resource for ScentAir’s Technical Services department, ensuring customer concerns are accurately captured, documented, and routed for efficient resolution. The role answers inbound technical support calls, gathers necessary details to understand issues, and creates complete Salesforce service cases for the Technical Services team. Requires strong communication, attention to detail, organization, and the ability to collect the right information to support timely issue resolution. A basic technical understanding of electronics, Wi-Fi/connectivity, mobile applications, and equipment terminology is preferred to ensure quality case documentation and accurate issue categorization. This is a customer support intake and service coordination role within Technical Services (not an IT position). Key responsibilities include handling inquiries professionally, collecting complete information, creating detailed Salesforce cases, documenting interactions and case notes, properly routing cases, maintaining data accuracy, following intake processes, communicating next steps to customers, and supporting follow-up activities. Ideal candidates are highly organized, detail-oriented, customer-focused, and comfortable in systems-driven environments where accurate documentation and efficient case creation are critical.
Required Qualifications
- High school diploma required
- associate degree or equivalent experience preferred
- Experience in customer service, call intake, service coordination, dispatch, case management, or administrative support roles preferred
- Experience working within Salesforce, CRM systems, or ticket management platforms strongly preferred
- Strong data entry accuracy and documentation skills
- Basic technical understanding of Wi-Fi / internet connectivity concepts
- Mobile application usage and access
- Basic electronics and connected device terminology
- Equipment issue reporting and technical communication
- Ability to ask effective clarifying questions to gather accurate information
- Strong verbal and written communication skills
- Excellent organizational and multitasking abilities in a fast-paced environment
- Proficiency with Microsoft Office and web-based systems
- Ability to learn internal processes, product terminology, and case routing procedures quickly
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