Call Coordinator - 6 Month Contract

Role overview Serve as the first point of contact for customers calling a support line during a six-month contract. The work centers on listening carefully, gathering accurate details, creating clear support tickets, and routing each request to the appropriate team. This is a coordination role; technical troubleshooting is handled by others.

Responsibilities - Answer incoming calls promptly and professionally during the 8:00 a.m.–5:00 p.m. Eastern business day. - Confirm the customer and product, then determine the reason for the call and any relevant details. - Create complete, well-written, correctly categorized tickets in a ticketing system. - Direct each request to the appropriate product or support team. - Explain next steps and expected follow-up clearly and keep call and ticket records consistent. - Escalate urgent or high-priority issues according to established procedures.

Requirements - Excellent spoken and written English, with clear, professional, grammatically accurate communication. - A patient, composed phone manner, including when callers are frustrated. - Strong attention to detail and accurate data entry. - Ability to learn several product lines well enough to identify and route requests correctly. - Reliability and punctuality, with availability for the full 8:00 a.m.–5:00 p.m. Eastern shift. - Comfort using ticketing or customer relationship management systems.

Nice to have - Experience with TeamSupport or a similar ticketing tool, such as Zendesk, Freshdesk, or ServiceNow. - Previous call center, help desk, or customer service experience. - Familiarity with software, government, or municipal customers.