Customer Service & Technical Support Coordinator

Our client is a well-established and rapidly growing provider of technology infrastructure and life-safety solutions serving healthcare, senior living, commercial, and institutional organizations throughout North America. For decades, they have built a reputation for delivering exceptional customer service, technical expertise, and reliable support for mission-critical systems that clients depend on every day.

Working alongside some of the industry's leading manufacturers and technology partners, the organization designs, installs, supports, and maintains complex systems that help facilities operate more efficiently while enhancing safety, communication, and day-to-day operations. Their work spans everything from communication and security technologies to advanced low-voltage systems that are essential to the environments they serve.

The company has built its success on long-term client relationships, a highly responsive service model, and a commitment to doing things the right way. Their reputation has been earned through professionalism, accountability, and an unwavering focus on customer satisfaction. As they continue to grow, they are seeking individuals who take pride in delivering exceptional service, enjoy working as part of a close-knit team, and want to contribute to an organization where integrity, reliability, and strong character are valued just as highly as experience.

We are seeking a Customer Service & Technical Support Coordinator who will serve as the central communication hub between customers, field technicians, and the internal administrative team. This is a highly collaborative position that combines customer service, dispatch coordination, administrative support, and light technical troubleshooting.

This role plays a critical part in ensuring service operations run smoothly from the moment a customer reaches out until the service call is completed and invoiced. You'll be responsible for gathering accurate information from customers, determining the urgency of each request, coordinating technician schedules, communicating updates throughout the service process, and ensuring all necessary documentation is completed for billing and internal records.

Success in this role requires someone who enjoys solving problems, thinking several steps ahead, and keeping multiple moving pieces organized at once. Every day brings a different mix of customer requests, technician schedules, and service priorities, making this an excellent opportunity for someone who thrives in a fast-paced environment and enjoys being the person others rely on to keep operations running efficiently.

While you won't be performing field service yourself, you'll develop a strong understanding of the company's products and systems, allowing you to ask the right questions, perform basic troubleshooting when appropriate, and ensure technicians arrive fully prepared to resolve customer issues. You'll serve as the primary liaison between customers, technicians, and the internal office, helping deliver an exceptional service experience through proactive communication, organization, and follow-through.

Above all, the company is looking for someone with exceptional character, professionalism, and a genuine commitment to providing outstanding customer service.

Key Responsibilities

• Serve as the primary point of contact for incoming customer service requests via phone and email.
• Gather detailed information regarding service issues to accurately assess customer needs.
• Coordinate and dispatch field technicians based on urgency, availability, location, and skill set.
• Act as the communication bridge between customers and technicians throughout the service process.
• Provide customers with scheduling updates, arrival times, service status, and follow-up communication.
• Relay technician service notes, completed work details, and required documentation to the invoicing team for accurate billing.
• Maintain accurate service records, work orders, customer communications, and technician updates.
• Monitor open service tickets and proactively follow up to ensure timely resolution.
• Assist with basic remote troubleshooting and support to resolve simple issues or better prepare technicians before dispatch.
• Escalate urgent or high-priority service issues appropriately.
• Coordinate with internal departments to ensure seamless service delivery.
• Prioritize multiple service requests while maintaining excellent customer service and response times.
• Support continuous improvement of service processes and internal workflows.

Qualifications

• 2+ years of experience in customer service, dispatching, service coordination, administrative support, or a similar role.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities with exceptional attention to detail.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Professional, calm, and customer-focused approach to problem-solving.
• Comfortable communicating with both customers and technical personnel.
• Strong computer skills, including Microsoft Office.
• Experience with service scheduling, dispatch software, CRM systems, or ticketing platforms is an asset.
• Basic QuickBooks experience is considered an asset.
• Experience supporting low-voltage, security, telecommunications, IT, life-safety, or technical service organizations is highly preferred.
• Ability to quickly learn technical products and terminology.
• Self-motivated with excellent follow-through and accountability.
• High integrity, reliability, and a strong team-first attitude.

Compensation & Benefits

• Base Salary: Starting at $65,000 annually
• Higher compensation may be considered for candidates with exceptional experience and qualifications.
• Stable, full-time, permanent opportunity with a growing organization.
• Collaborative, supportive, and team-oriented work environment.
• Opportunity to develop technical knowledge and grow within the organization.