Technical Services Support Coordinator

ScentAir Technologies LLC • Charlotte, NC

6d

About The Position

The Technical Services Support Coordinator serves as the front-line intake resource for ScentAir’s Technical Services department. The role answers inbound technical support calls, gathers information about customer concerns, and creates accurate Salesforce service cases so the Technical Services team can assess and resolve issues efficiently. It is a customer support intake and service coordination position, not an IT position or a high-level troubleshooting role. A basic understanding of electronics, Wi-Fi and connectivity, mobile applications, and equipment terminology supports accurate documentation and issue categorization.

The role requires clear, customer-focused communication, attention to detail, organization, accurate data entry, and the ability to gather complete information. The coordinator documents customer interactions, categorizes and routes cases, communicates next steps, and supports follow-up activities as needed. The position maintains phone coverage during assigned business hours and collaborates with internal departments when additional information is required.

The ideal candidate is organized, detail-oriented, customer-focused, and comfortable working in systems-driven environments where accurate documentation and efficient case creation are important.

Requirements

• High school diploma.
• Strong data entry accuracy and documentation skills, with excellent attention to detail.
• Basic understanding of Wi-Fi and internet connectivity concepts.
• Basic understanding of mobile application usage and access.
• Basic understanding of electronics and connected-device terminology.
• Ability to report equipment issues and communicate technical information.
• 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.

Nice To Haves

• Associate degree or equivalent experience.
• Previous experience in customer service, call intake, service coordination, dispatch, case management, or administrative support.
• Experience with Salesforce, CRM systems, or ticket management platforms.

Responsibilities

• Answer incoming Technical Services calls professionally, promptly, and with a customer-focused approach.
• Serve as the primary intake point for technical support requests, service concerns, and equipment-related issues.
• Gather complete and accurate information about service needs, equipment concerns, symptoms, site details, and account information.
• Create detailed, organized, and accurate Salesforce service cases for the Technical Services team.
• Document customer interactions, case notes, issue descriptions, and supporting details in Salesforce.
• Capture information such as equipment type, site location, contact information, issue summary, observed behavior, environmental details, and urgency.
• Categorize, prioritize, and route cases in Salesforce to the appropriate Technical Services resource or workflow.
• Maintain Salesforce data accuracy and consistency to support reporting, case tracking, and operational efficiency.
• Follow intake processes and documentation standards for high-quality case creation.
• Communicate next steps, expectations, and case handoff procedures to customers.
• Support case follow-up as needed, including documentation updates and customer communication.
• Maintain phone coverage and responsiveness during assigned business hours.
• Collaborate with internal departments when additional information is needed for accurate case documentation.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED