Sr Project Support Coordinator- PCC

ViziRecruiter,LLC.; Wilmington (OH); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

401k plans

medical insurance

paid time off including wellness and volunteer days

mental health support services

Job summary

A technology solutions company in Wilmington, Ohio is looking for a Senior Project Support Coordinator to assist with customer service and manage tickets. This role requires excellent problem-solving skills, advanced Microsoft Office experience, and the ability to work under pressure while supporting a diverse team. A rewarding career with great benefits awaits the right candidate.

Qualifications

• 3+ years of experience in a related role.
• 5 years of experience to be fully proficient.
• Ability to type at least 40 words per minute.
• Customer oriented with ability to listen and anticipate needs.
• Flexible in handling changing workflow and multitasking with composure.
• Creative thinker who can propose solutions and take ownership of issues.
• Excellent verbal and written communication and interpersonal skills.
• Strong phone presence for technical support delivery.
• Adaptable to shifting priorities and collaborative teams.
• Good problem-solving and abstract thinking capabilities.
• Sound judgment and professionalism in all interactions.
• Active listening and ability to understand complete information.

Responsibilities

• Respond to requests for team assistance in various formats.
• Assist Project Support Coordinators in resolving queries.
• Update process and procedure documentation as needed.
• Mentors junior team members and updates process documentation as needed.
• Monitors shipments, inventory, and reports; guides team on next steps.
• Stays updated on client projects and SLAs to ensure service quality.
• Performs QA assessments and handles additional duties as assigned.

Skills

Advanced Microsoft Office skills

Customer oriented

Good problem-solving skills

Excellent verbal and written communication skills

Flexibility

Creative problem solving

Ownership of issues

Excellent communication

Phone support

Adaptability

Interpersonal skills

Active listening

Strong judgment

Team collaboration

Professional demeanor

Education

High School or equivalency

Job description

Introduction

Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation.

Overview

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 well-being. 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 care time, but also Wellness and Volunteer Time Off days.

The Senior Project Support Coordinator works under the direction of the Supervisor and/or Manager, Project Support Lead, referring exceptional problems and issues for review or approval. As the first escalation point of contact, Sr. Project Support Coordinator provides the highest level of customer service to users who open Depot Service tickets. The Sr. Project Support Coordinator deals with situations of a varied and possibly complex nature requiring a wide range of technical knowledge and interpersonal skills to assist Project Support Coordinators or our end users. The Sr. Project Support coordinator assists with managing escalated customer issues. A Sr. Project Support Coordinator assists with the creation of updates to process and procedure documentation providing training on changes as needed. The Sr. Project Support Coordinator assists in mentoring Project Support Coordinators as needed.

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

Responsibilities

• Responds to requests for team assistance in person, via phone, and electronically with ability to resolve more difficult problems or situations.
• Assists and responds to Project Support Coordinators via the team assistance process with the ability to resolve or provide guidance on ongoing queries and complex scenarios.
• Provides assistance in person, via phone and e-mail related to tickets, orders, internal or external escalations, processes etc.
• Works on tickets and order processing as per the standard operating procedures and basic responsibility.
• Provides instructions to the team on as needed basis related to ongoing/ day-to-day process changes.
• Follows standard Depot Team procedures.
• Assists in cross training.
• Updates process and procedure documentation as needed.
• Performs additional responsibilities that involves managing and monitoring project related applications and reports.
• Monitors & manages daily generated shipments, SLO, inventory and status reports and sets further instructions for the team on as‑needed basis.
• Assists with application and report creation and issues.
• Stays current with client project changes and updates.
• Becomes familiar with each client and their respective services and SLAs.
• Performs individual QA assessments.
• Performs all other duties or special projects as assigned.

Requirements

• Degree requirements: High School or equivalency.
• Minimum years of work experience to qualify for role: 3.
• Total years of work experience to be fully proficient: 5.

Required competencies:

• Advanced Microsoft Office skills to include creating presentations, creating documents in Word to included advanced formatting, creating spreadsheets to include the use of macros.
• Advanced computer knowledge with ability to operate keyboard for data entry. Type 40wpm.
• Attention to detail in composing, keying, and proofing professional business materials.
• Customer oriented with ability to listen to and anticipate needs of the customer.
• Flexible with ability to handle constantly changing flow of traffic; remain productive during slow times, handles multiple tasks effectively during busy times, exercises patience and professionalism during stressful situations.
• Creative with ability to think around problems and come up with creative solutions.
• Takes ownership and responsibility of an issues from start through to a successful resolution.
• Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer’s issues.
• Good phone skills with ability to provide technical support over the phone in a professional manner.
• Adaptable with ability to switch tasks based on shifting priorities.
• Good problem‑solving skills; ability to visualize a problem or situation and think abstractly to solve it.
• Excellent verbal and written communication skills.
• Judgment with ability to formulate opinions, compare and decide with good sense.
• Interpersonal skills with ability to work well with all levels of the organization.
• Good listening skills with ability to receive information completely and understand what is being said.
• Friendly presence and helpful attitude.