Customer Support Coordinator

Job Description

DIGI America Inc. has an immediate opening for a Customer Support - Service Coordinator within our Customer Support Center. This position plays an important role in supporting our customers, field service technicians, and authorized service providers by coordinating service requests and ensuring timely communication and follow-up. The ideal candidate is organized, dependable, professional, and comfortable communicating with customers and service personnel in a fast-paced environment.

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Responsibilities and Duties

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• Answer incoming customer service calls and provide professional and courteous assistance.

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• Accurately enter customer information and service requests into the company ticketing system.

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• Create and maintain service tickets, including updates, changes, rescheduling, and cancellations.

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• Coordinate service calls with DIGI Field Service Technicians and authorized service providers.

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• Make outgoing calls to technicians and service providers to confirm assignments, availability, scheduling, and service status.

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• Monitor open service calls and follow up as needed to help ensure service requests are addressed in a timely manner.

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• Follow up with customers and service providers to confirm that reported issues have been resolved.

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• Update and close completed service tickets with accurate information and documentation.

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• Maintain clear and accurate records of customer communications, technician updates, and service activity.

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• Process service-related paperwork and administrative documentation as required.

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• Provide administrative and coordination support to DIGI Service Technicians.

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• Communicate service updates, delays, scheduling changes, and other relevant information to customers and internal teams.

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• Escalate urgent or unresolved service issues to the appropriate supervisor or department manager when necessary.

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• Demonstrate a high level of professionalism and customer service, including during challenging or high-pressure situations.

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• Participate in a rotating after-hours customer support schedule.

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• Assist with additional Customer Support Center and general office responsibilities as needed.

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• Perform other duties as assigned by the supervisor/manager

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Qualifications

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• Excellent written and verbal communication skills.

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• Strong customer service and interpersonal skills.

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• Strong organizational skills with the ability to manage multiple service requests and priorities.

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• Ability to communicate professionally with customers, technicians, service providers, and internal departments.

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• Strong computer skills, including Microsoft Office applications.

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• Ability to accurately enter and maintain information within ticketing and service management systems.

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• Professional and positive attitude.

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• Dependable and punctual.

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• Ability to work effectively both independently and as part of a team.

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• Customer service, dispatch, call center, or service coordination experience is preferred but not required.

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Schedule & Benefits

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This is a full-time position, Monday through Friday, 8:00 AM to 5:00 PM. The position also participates in a rotating afterhours support schedule.

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DIGI America Inc. offers full-time employees a comprehensive benefits package, including:

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• Health insurance

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• Paid holidays

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• Paid vacation

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• Profit Sharing Plan

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• 401(k) Plan