Support Service Intake Coordinator

2 weeks ago


NC United States Vantaca Full time
Job Summary

Vantaca is seeking a highly organized and customer-focused Support Service Intake Coordinator to join our team. As the first point of contact for all customer support inquiries, this role is crucial in ensuring that incoming tickets are accurately assessed, prioritized, and routed to the appropriate teams.

Key Responsibilities
  • Review all incoming support tickets to ensure all relevant information is provided, assess severity levels, and validate ticket completeness.
  • Distribute tickets to the appropriate support portfolio groups, ensuring proper categorization and priority assignment.
  • Reach out to customers dealing with high-priority items to set clear expectations and provide timely updates.
  • Identify and escalate complex issues to the engineering and integrations teams as needed.
  • Resolve straightforward or low-complexity tickets to improve response times and reduce the overall workload on support teams.
Requirements
  • Minimum of 2 years in a customer support or service desk role, preferably within a software or tech environment.
  • Excellent communication and organizational skills, with a strong ability to prioritize and multi-task.
  • Familiarity with ticketing systems (e.g., Zendesk, Jira) and basic software troubleshooting skills.
  • Strong problem-solving skills with a passion for providing excellent customer service.
What We Offer
  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A collaborative and dynamic work environment.
  • Recognition and rewards for outstanding performance.
About Vantaca

Vantaca is a leading community management performance software company that enables owners and operators, community management teams, and boards and associations to improve business performance. We are a winning team that believes in working together to make big ideas happen.


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