Customer Service Specialist

About the role

The Customer Service Specialist coordinates communication, planning, and scheduling of Field Replaceable Units (FRU) and Customer Replaceable Units (CRU) as well as replacement fulfillment activities with third‑party vendors. The role supports customers, partners, and technical support teams to ensure non‑disruptive execution of replacement processes while meeting contractual SLA requirements.

Key responsibilities

• Receive incoming requests via phone, email, and support portals.
• Prioritize and dispatch cases to Technical Support Engineers.
• Notify Support Managers of critical customer issues.
• Determine scope and severity of technical issues and monitor cases based on priority and aging.
• Coordinate replacement and fulfillment activities with vendors and internal teams.
• Ensure SLA compliance and timely issue resolution.
• Maintain effective communication with customers, partners, and support teams.

Required profile

• At least 1 year of experience in phone call management, front‑line IT, or a support environment.
• Strong customer‑experience focus and excellent written and verbal English communication.
• Ability to multitask, stay organized, and pay attention to detail.
• Calm under pressure and able to work in an open‑office, team‑oriented setting.

Required skills

• Experience with support portals or ticketing systems.
• Familiarity with case tracking systems.
• Ability to coordinate activities with third‑party vendors.