Customer Services Specialist – Support & Coordination

About the role

The Customer Services Specialist coordinates communication, planning and scheduling of field‑replaceable and customer‑replaceable units. Working closely with customers, partners and internal technical teams, the role ensures replacement activities are executed smoothly and within contractual SLA limits.

Key responsibilities

• Receive and triage incoming requests via phone, email and support portals.
• Prioritize and dispatch cases to Technical Support Engineers and notify managers of critical issues.
• Determine issue scope and severity, monitor case aging, and ensure SLA compliance.
• Coordinate replacement and fulfillment activities with third‑party vendors and internal teams.
• Maintain clear communication with customers, partners and support staff throughout the process.

Required profile

• High school diploma (preferred) and at least 1 year of experience in phone call management, front‑line IT or support environments.
• Strong customer‑service orientation and ability to stay calm under pressure.
• Excellent written and verbal English communication skills.
• Good organizational skills, attention to detail and ability to multitask.

Required skills

• Experience with support portals or ticketing systems.
• Knowledge of SLA management and case prioritization.