What are the responsibilities and job description for the Customer Support Coordinator position at Insight Global?
Job DescriptionProcess service requests received in person, online, by phone and by email.Evaluate the nature of each support request to determine and apply the appropriate action to resolve the concern.Provide regular status updates and act as escalation for urgent support requests.360-degree part order management with return follow-up.Act as liaison for communications with Sales, Logistics, Collections and other internal departments, as needed.Provide price and availability of various spare parts or services with the generation of quotations and / or invoices according to the Support Delivery Guidelines and within the defined timeline.Effectively communicate issues or concerns via internal ticketing systems.Utilize collaboration tools across multiple teams, while displaying exceptional levels of professionalism for all interactions.Adhere to documented procedures and communicated best practices, while providing quality customer service to meet or exceed department standards.Ability to perform other job-related duties as assigned and meeting communicated deadlines.This position is for our 10am to 7pm shift and will require both in-person and remote support.We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity / affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and / or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy : .Skills and RequirementsMust Haves : - At least 5 years of experience within customer facing support- Day to day experience with the following : process documentation, escalations, ordering parts, managing service request, PO acceptance, and providing customer follow up communication- Experience adhering to practices such as SOX and ISO- Oracle, Jira, or similar platform- Microsoft Office Tools such as Excel, Microsoft, Teams, Powerpoint nullWe are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity / affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and / or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.
