Coordinator, CS System & Project Support

Role Overview The Coordinator, CS System & Project Support maintains our Customer Service (CS) systems, supports projects, and ensures operational efficiency across the Customer Service organization. This role manages system administration, troubleshoots issues, analyzes system performance, and partners with stakeholders to implement project enhancements. Duties & Responsibilities CS System Support Respond to user inquiries via phone, email, chat, or ticketing systems. Log, categorize, and prioritize support tickets accurately. Provide first‑line troubleshooting for common issues such as password resets, access, system integrations, and application errors. Perform system administration tasks such as user account management, permissions in CS Contact Center systems (CRM, Telephony, and LMS). Escalate unresolved integration or web issues to IT or system vendors for resolution. Create and maintain procedures for CS Contact Center systems (CRM, Telephony, and LMS). Conduct routine reporting of tickets for trends, groups, and SLAs. Perform root cause analysis for recurring problems and recommend long‑term solutions. Participate in system upgrades, migrations, and technology rollouts. Project Management Manage planning, execution, and tracking of CS‑related projects (system upgrades, process improvements, product launches, and new tool rollouts). Create and maintain project management templates, SOPs, and instructional guides. Develop project documentation, timelines, and status reports. Facilitate communication between CS, IT, Operations, and other stakeholders. Assist in testing new features, integrations, and system enhancements. Train and support Customer Service on the use of the Brother Project Management methodologies. Support change‑management efforts during system or process updates. Administrative Support Maintain MS Teams channels for Customer Support groups and projects. Maintain CXC Customer Service SharePoint/TEAM sites with policies and procedures; department playbooks; project plans, action tracker; PMO training, guides, and templates documents. Experience & Qualifications Education High School Diploma (or G.E.D.). Bachelor's Degree (or equivalent experience). Experience Minimum 3 years. Experience working in a Contact Center environment; experience working with a ticketing system. Licenses and Certifications CAPM (Required). PMP – Project Management Professional (Preferred). Software/Technical Skills MS Office (Word, Excel, PowerPoint, Outlook, and Teams). Project Management Principles. Knowledge of CRM or Telephony systems (such as Salesforce, Oracle Service Cloud or other). Other Skills/Knowledge/Abilities Strong written/verbal communication and presentation skills. Ability to complete special projects as assigned and directed by management with little to no guidance, as defined by business needs. Ability to work in a fast‑paced environment and meet deadlines. Innovative thinker and problem‑solver. Additional Details for This Role This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers. #LI-Hybrid Base Salary The targeted base salary range for this position is $24.08 - $28.85 hourly . Base salary is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data. The base salary accounts for the entirety of the on‑target earnings for this role. No additional incentives or variable pay are applicable. Our Benefits We offer a comprehensive benefits package with diverse plan options to meet your family’s needs, including health, vision, and dental insurance—all effective from day one of employment. Under our 401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately. Additionally, we offer an educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs. Details are available at Equal Opportunity Employer (EOE) Statement Brother International Corporation ("Brother") is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, disability, or any other characteristic protected by applicable local, state or federal laws. Brother is committed to providing reasonable accommodations to individuals with disabilities throughout the application or interview process. If you need an accommodation, please contact us at View email address on click.appcast.io. #J-18808-Ljbffr Brother International Corporation