Customer Support Specialist

2 weeks ago

Minneapolis, Minnesota, United States Paladin Technologies , Inc. Full time

The Customer Support Specialist plays a crucial role in overseeing the lifecycle of client service requests for maintenance or repair. This position involves a variety of responsibilities aimed at facilitating the National Client Services Department, ensuring seamless communication with customers and team members. The individual will be tasked with coordinating activities such as technician dispatch, parts procurement, stakeholder communication, and confirming the completion of services.

Key Responsibilities:

  • Manage incoming service requests, including dispatching, follow-ups, status updates, parts ordering, and resolution coordination for all service inquiries.
  • Schedule and assign technicians while accurately estimating travel and on-site times required for task completion.
  • Process technician requests related to service calls promptly, ensuring technicians are informed of request statuses, including updates on call status, customer quotes, material orders, and specific client needs.
  • Maintain and update call statuses within two business days after the scheduled service date, ensuring event notes are precise and relevant.
Essential Qualifications:
  • Demonstrated proficiency with Microsoft Office Suite.
  • Ability to effectively prioritize tasks in a fast-paced environment.
  • Strong communication skills with a focus on empathy for customers who require timely service.
  • Willingness to work on-site.
  • High School Diploma or GED.
Preferred Qualifications:
  • At least one year of experience in a call center, customer service, or a similar role that emphasizes computer skills and customer interaction.
  • Extensive knowledge of Microsoft Excel.
  • Evidence of ongoing education, such as certifications or higher education degrees.
PHYSICAL REQUIREMENTS: The following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this role:
  • Effective communication abilities (seeing, hearing, speaking, and writing clearly) are necessary for interaction with colleagues and customers; manual dexterity is required for occasional reaching, lifting light office items, and operating office equipment.
WORK ENVIRONMENT: The work environment is generally clean, organized, well-lit, and ventilated, with noise levels considered low to moderate.
BENEFITS:
Employees and their families receive comprehensive medical, dental, and vision coverage, along with company-provided basic life insurance, AD&D, short-term disability, telemedicine, and virtual counseling. Additional voluntary insurance options include life insurance, short-term disability (buy-up option), long-term disability, accident coverage, critical illness, and hospital indemnity insurance, as well as HSA and FSA accounts. Employees can also participate in the company's 401(k) plan and are entitled to paid time off (PTO), sick leave, and seven paid holidays.

Salary Range: $21- $25 DOE

Company Overview:

Paladin Technologies is a leading North American integrator specializing in complex building technology solutions, including IP security, alarms and monitoring, audio-visual systems, low-voltage infrastructure, and networking. As a frontrunner in the design, deployment, optimization, management, and maintenance of communication and digital networks, Paladin is equipped to meet the diverse needs of clients nationwide while providing local support. Our team comprises the industry's finest professionals, including manufacturer-trained technicians, PMP-certified project managers, and CTS- and RCDD-certified design engineers, coordinators, and administrative staff.

With offices across the United States and Canada, nearly 1,600 dedicated professionals are committed to delivering tailored technology solutions for clients requiring Integrated Security, Network Infrastructure, Audio Visual, Fiber Optics/OSP, Structured Cabling, and more. We continuously adapt to the evolving technology landscape, offering our colleagues exciting challenges and rewarding career opportunities as Paladin grows.

Paladin Technologies is an equal opportunity employer, considering candidates without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. All qualified applicants will receive consideration for employment without discrimination. If you require accommodation during the application process, please reach out to Human Resources to discuss your needs.

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