Customer Experience, Supplies Support Agent

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Promptly and courteously respond to incoming customer calls.

• Assess customer requirements and determine the suitable resolution path, which may involve service dispatch, supply order placement, or internal escalation.

• Offer guidance to customers regarding service procedures, supply fulfillment timelines, and subsequent steps.

• Create and dispatch service requests for hardware, software, connectivity, and maintenance concerns.

• Collect and document troubleshooting details for technicians.

• Oversee open service tickets, update case information, and ensure alignment with service level agreements (SLAs).

• Collaborate with Field Service Managers and technicians to efficiently resolve customer issues.

• Process supply orders utilizing monitoring alerts, automated systems, and direct customer requests.

• Analyze supply data and determine fulfillment actions while considering cost implications and supply management guidelines.

• Enter sales orders into internal order management systems and ensure accurate shipping information and device alignment.

• Monitor supply ticket queues and proactively manage order placements to ensure service continuity.

• Manage and prioritize a high-volume ticket queue across service and supply workflows.

• Complete ticket updates, documentation, and status changes in accordance with internal standards and SLA expectations.

• Identify tickets that require escalation and coordinate with internal teams for timely resolutions.

• Document customer interactions, service requests, and supply actions across helpdesk, CRM, and operational platforms.

• Maintain comprehensive and accurate records for reporting, operational analysis, and customer account histories.

• Collaborate with Service Operations, Sales, Warehouse, Logistics, and Account Management teams.

• Escalate complex customer situations while ensuring ownership of communication and follow-through.

• Engage in internal process improvement initiatives.

• Participate in training regarding supported equipment, supply processes, service procedures, and internal systems.

• Stay updated on process changes, operational enhancements, and customer experience initiatives.

• Assist with special projects, operational initiatives, or pilot programs.

• Provide support during high-volume periods or operational events as directed by leadership.

⛳️ Requirements

• High school diploma or equivalent is required.

• An associate's or bachelor's degree is preferred.

• A minimum of three (3) years of experience in customer service, service coordination, call center, or operations support environments is necessary.

• Experience in service dispatch, order entry, supply fulfillment, or technical support coordination is strongly preferred.

• Familiarity with multi-system operational environments (CRM, ticketing platforms, order management systems) is highly desirable.

• Background in managed print, IT services, or equipment service environments is a plus.

• Understanding of basic printer, copier, and office equipment operations.

• Knowledge of customer service and service dispatch processes.

• Familiarity with order processing and supply chain support workflows.

• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).

• Knowledge of CRM and helpdesk systems.

• Ability to operate efficiently across multiple software platforms simultaneously, including service management, order processing, CRM, and monitoring systems.

• Capability to prioritize workload and handle multiple requests in a high-volume operational setting.

• Strong problem-solving and decision-making abilities.

• Professional communication skills with customers, technicians, sales teams, and internal stakeholders.

• Attention to detail and accuracy while managing competing priorities.

• Ability to take ownership of customer issues and facilitate resolution through collaboration and follow-through.

• Adaptability to process changes and evolving operational requirements.

• Flexibility and availability for scheduling across time zones, supporting Eastern, Central, and Western U.S. regions.

🏝️ Benefits

• Full-time employment.

• Overtime opportunities may occasionally be available during periods of high operational demand.