Technical Services Intake Specialist

ScentAir; Charlotte (NC); On-site; USD 42,000 - 66,000; Full time

Job summary

ScentAir is seeking a Technical Services Support Coordinator in Charlotte to act as the front-line intake resource for the Technical Services department. You will capture, document, and route customer concerns, create Salesforce service cases, and ensure accurate information for swift resolution.

The role emphasizes basic technical understanding of Wi‑Fi, mobile apps, electronics, and equipment terminology to ensure quality case documentation and proper issue categorization.

Qualifications

• High school diploma required; associate degree or equivalent experience preferred.
• Strong data entry accuracy and documentation skills with excellent attention to detail.
• 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 the information needed to efficiently evaluate and 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 accuracy

Documentation skills

Verbal communication

Written communication

Organizational skills

Multitasking

Microsoft Office

Education

High school diploma

Associate degree or equivalent experience

Tools

Salesforce

CRM systems

Ticket management platforms

Job description

ScentAir is seeking a Technical Services Support Coordinator in Charlotte to act as the front-line intake resource for the Technical Services department. You will capture, document, and route customer concerns, create Salesforce service cases, and ensure accurate information for swift resolution.

The role emphasizes basic technical understanding of Wi‑Fi, mobile apps, electronics, and equipment terminology to ensure quality case documentation and proper issue categorization.