Technical Services Intake Specialist

ScentAir Technologies, LLC; Charlotte (NC); On-site; USD 42,000 - 64,000; Full time

Job summary

ScentAir Technologies, LLC is seeking a Technical Services Support Coordinator to serve as the front-line intake resource for the Technical Services department. You will capture customer concerns, document details, and create Salesforce service cases for efficient resolution.

The role emphasizes accurate information gathering, proper case categorization, and timely communication with customers. A basic technical understanding of Wi-Fi, mobile apps, and equipment terminology is helpful as you

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 preferred.
• Experience working with Salesforce, CRM systems, or ticket management platforms strongly preferred.
• Strong data entry accuracy and documentation skills with excellent attention to detail.
• Basic technical understanding of Wi‑Fi / internet connectivity concepts, mobile apps, and equipment terminology.
• 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.

Responsibilities

• Answer incoming Technical Services calls in a professional, timely, and customer-focused manner.
• Serve as the primary intake point for customer technical support requests, service concerns, and equipment-related issues.
• Gather complete and accurate information from customers regarding service needs, equipment concerns, symptoms, site details, and relevant account information.
• Create detailed, organized, and accurate Salesforce service cases that provide the Technical Services team with information needed to resolve the issue.
• Ensure all customer interactions, case notes, issue descriptions, and supporting details are properly documented in Salesforce.
• Identify and capture critical information such as equipment type, site location, contact information, issue summary, observed behavior, environmental details, and urgency level.
• Properly categorize, prioritize, and route cases within Salesforce to the appropriate Technical Services resource or workflow.
• Maintain data accuracy and consistency within Salesforce to support reporting, case tracking, and operational efficiency.
• Follow established intake processes and documentation standards to ensure high-quality case creation.
• Communicate clearly with customers regarding next steps, expectations, and case handoff procedures.
• Support case follow-up activities as needed, including documentation updates and customer communication.
• Maintain consistent phone coverage and responsiveness during assigned business hours.
• Collaborate with internal departments when additional information is needed to support accurate case documentation.

Skills

Data entry

Documentation

Attention to detail

Verbal communication

Written communication

Organizational skills

Multitasking

Microsoft Office

CRM systems

Education

High school diploma

Associate degree or equivalent experience

Tools

Salesforce

CRM systems

Ticket management platforms

Job description

ScentAir Technologies, LLC is seeking a Technical Services Support Coordinator to serve as the front-line intake resource for the Technical Services department. You will capture customer concerns, document details, and create Salesforce service cases for efficient resolution.

The role emphasizes accurate information gathering, proper case categorization, and timely communication with customers. A basic technical understanding of Wi-Fi, mobile apps, and equipment terminology is helpful as you