Systems Coordinator jobs in Roanoke, VA

Location: Roanoke, VA 24018 - on site 5 days a week

Salary: $40-45,000/year based on experience

Target start date: early January 2025

Job Summary:

We are seeking a detail-oriented and organized Customer Support and Administrative Coordinator to manage customer tracking, ticketing, and administrative tasks. This role involves working within various systems, including Syncro, QuickBooks, and PSA tools, to ensure efficient operations and excellent customer service. The ideal candidate will handle customer inquiries, coordinate with internal teams, and assist with onboarding new accounts while maintaining a strong focus on data entry, communication, and coordination.

Key Responsibilities:

1. Ticketing and Customer Tracking:

• Utilize the Ticketing system to manage customer tracking and ticketing.
• Create and assign tickets in the ticketing system based on customer calls or issues.

2. Phone Support and Billing Assistance:

• Answer customer phone calls to address basic billing inquiries.
• Learn and manage customer billing processes within QuickBooks.

3. Order Management:

• Handle ordering of firewalls, parts, and other required items.
• Enter data accurately into the ordering system.

4. Customer Onboarding:

• Support onboarding for new customers by deploying software across multiple platforms.
• Access and pull required information from 5-6 different websites for software deployment.
• Assist technicians with software installation preparation.

5. Administrative Support:

• Coordinate with customers and internal accounts via email, phone calls, and website portals.
• Act as a dispatcher to ensure smooth communication and task delegation.
• Maintain and organize data entry tasks related to customers, tickets, and orders.

6. Customer Coordination:

• Act as the primary liaison between customers and the technical team.
• Ensure clear communication and follow-ups to “connect the dots” across different processes.

Qualifications:

• Strong organizational and multitasking skills.
• Proficiency in using ticketing systems (Syncro, PSA) and QuickBooks.
• Excellent written and verbal communication skills.
• Experience in administrative roles involving customer interaction, email correspondence, and data entry.
• Ability to work collaboratively with teams and customers.
• Basic familiarity with software and hardware ordering is a plus.

Key Traits:

• Attention to detail.
• Proactive problem solver.
• Strong customer service orientation.
• Efficient in handling multiple tasks and deadlines.

Other notes:

-Working in ticketing system Syncro

-Answering phones to begin to learn basic billing customer inside of QuickBooks

-Ordering – firewalls, etc. - understanding the parts to order for customer needs

-Customer onboarding – sales lands a new account, they have to go into accounts to deploy software and into 5-6 different websites to pull down software and the technical team handles installs

-Coordinating with customers, accounts through websites – website based. Emailing and phone calls Dispatcher

-Connecting the dots