Technical Services Support Coordinator

Technical Services Support Coordinator

The Technical Services Support Coordinator serves as the front-line intake resource for ScentAir's Technical Services department, ensuring customer concerns are accurately captured, documented, and routed for efficient resolution.

This role is primarily responsible for answering inbound technical support calls, gathering the necessary details to understand the customer's issue, and creating complete, accurate Salesforce service cases for the Technical Services team to act on. Success in this role depends on strong communication, attention to detail, organization, and the ability to collect the right information to support timely and effective issue resolution.

While this is not a high-level troubleshooting role, the ideal candidate should possess a basic technical understanding of electronics, Wi-Fi/connectivity, mobile applications, and equipment terminology to ensure quality case documentation and accurate issue categorization.

Please Note: This is a customer support intake and service coordination role within the Technical Services department. This is not an IT position.

Key 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.

Qualifications / Experience

• High school diploma required; associate degree or equivalent experience preferred.

• Previous experience in customer service, call intake, service coordination, dispatch, case management, or administrative support roles preferred.

• Experience working within 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 application usage and access

• Basic electronics and connected device terminology

• Equipment issue reporting and technical communication

• Ability to ask effective clarifying questions to gather accurate and complete 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.

Ideal Candidate Profile

This role is ideal for someone who is highly organized, detail-oriented, customer-focused, and comfortable working in systems-driven environments where accurate documentation and efficient case creation are critical to operational success.