Support Services Coordinator

日本アバカス株式会社; Charlotte (NC); On-site; USD 42,000 - 56,000; Full time

Job summary

日本アバカス株式会社 is seeking a Support Services Coordinator to ensure smooth handling of service tickets and proactive problem solving. The role focuses on triage, on-site dispatch coordination, and monitoring multiple boards to maintain ticket flow.

The ideal candidate brings 2-4 years in customer service and 1-3 years in ticket management, with excellent communication and organization skills. This on-site position in Charlotte, NC offers a dynamic, fast-paced environment with cross-team collaboration.

Qualifications

• 2-4 years of customer service experience required.
• 1-3 years of ticket management or triage processes preferred.
• Associate's Degree in a computer-related field preferred.

Responsibilities

• Triage tickets in Manual Review; assess urgency and route to correct resource.
• Monitor Spam Cleanup Board; reclassify mislabelled tickets.
• Dispatch onsite service tickets; coordinate with third-party vendors.
• Route tickets to Client IT Boards; ensure accurate routing.
• Review Client Updated tickets; confirm resolution and escalate urgent updates.
• Monitor unassigned P1 tickets; track progress and follow up as needed.
• Identify stalled tickets; coordinate follow-up and next steps.
• Check Manager Review tickets; note inactivity and escalate if required.
• Contact clients by phone and email when Waiting on Client status.
• Review application-specific tickets for proper bundling and prioritization.

Skills

Customer service

Communication

Multitasking

Education

Associate's Degree in computer-related field

Job description

Overview

The Support Services Coordinator (SSC) is responsible for ensuring the smooth handling of service tickets, focusing on triage, coordinating on-sites and other miscellaneous dispatches, and monitoring multiple boards to maintain ticket flow. This role requires attention to detail, timely communication, and proactive problem-solving. SSCs serve as a key point of coordination between internal teams and clients, aiming to support the delivery of efficient, high-quality service experiences.

Duties and Responsibilities

• Conduct triage exclusively for tickets in the "Manual Review" status, assessing urgency, impact, and appropriate categorization.
• Ensure these tickets are properly reviewed and routed to the correct resource or team, and confirm all necessary details are present for efficient follow-up.
• Monitor and review the Spam Cleanup Board regularly to identify and reclassify any tickets that were mislabeled or incorrectly filtered.
• Manage the dispatch of onsite service tickets, collaborating with third-party vendors to ensure precise and efficient scheduling.
• Dispatch tickets designated to Client IT Boards, ensuring accurate and efficient routing.
• Review all tickets marked as “Client Updated” to confirm the resolution is clear, a resource is assigned, and any urgent updates are escalated to the appropriate team.
• Monitor unassigned P1 tickets to verify they are progressing as expected.
• Spot potentially stalled tickets by sorting by Last Update. If unassigned, raise the issue in the team chat and suggest a future review time. If assigned, ensure the next steps are scheduled or help determine a follow-up.
• Check tickets in Manager Review status to verify managerial assignment. If there's no activity within 2 days, leave a note in the ticket and elevate via Teams if necessary.
• Reach out to clients via phone and email for tickets marked Waiting on Client to obtain required information.
• Review application-specific tickets to ensure they're properly bundled, prioritized, and routed.

Qualifications and Experience

• Associate's Degree in a computer-related field preferred.
• 2-4 years of customer service experience required.
• 1-3 years of ticket management or triage processes preferred.

Knowledge, Skills, And Abilities

• Strong customer service orientation and communication skills.
• Excellent organizational and multitasking skills.
• High attention to detail and ability to manage shifting priorities.
• Comfortable calling clients to coordinate or follow up on service tickets.
• Ability to type at least 50 WPM.
• Capable of sitting at a desk and using a computer for prolonged periods.

Attributes That Will Drive Success

• Proactive problem-solving and a focus on timely resolution.
• Ownership and accountability in work.
• Commitment to continuous improvement and process efficiency.