Intake support Specialist

Job:
Intake Support Specialist

Location:
Sudbury, MA

Job Description

The Intake Support Specialist plays a critical frontline role within National Service Operations, serving as the first point of contact for inbound customer and technician phone calls. This position is responsible for managing call intake, triaging requests, creating and routing service cases, and resolving administrative and non-technical inquiries-allowing technical experts to remain focused on technician support and complex problem resolution.

This role requires strong communication skills, operational judgment, and experience in fast-paced phone-based environments such as BDCs, service coordination, or technical call centers.

Key Responsibilities:

• Serve as the primary intake point for inbound customer phone calls, emails, and general service inquiries
• Triage calls to determine appropriate handling: administrative resolution, case creation, or escalation to technical resources
• Create, update, and route service cases accurately within internal service systems
• Resolve non-technical and administrative requests (status checks, scheduling coordination, documentation requests, routing inquiries) without escalating to technical staff when appropriate
• Ensure technician-originated calls are routed efficiently to available technical experts per defined procedures
• Monitor and manage shared service inboxes, ensuring timely responses and proper documentation
• Maintain clear, professional communication with customers, technicians, and internal teams
• Support service leadership by reinforcing proper intake and escalation processes
• Assist with additional administrative or coordination tasks as needed to support service operations

Required

Qualifications & Skills:

• 3+ years of experience in a phone-based intake, service coordination, BDC, or call center environment
• Demonstrated ability to triage, prioritize, and route requests in a fast-paced setting
• Strong verbal and written communication skills
• High attention to detail and comfort working within structured processes and systems
• Experience creating and managing cases, tickets, or leads in CRM/service platforms
• Ability to remain calm, professional, and decisive when handling high-volume or time-sensitive calls
• Strong organizational skills and follow-through
• Proficiency with basic computer systems, email, and phone platforms

Preferred Qualifications:

• Experience supporting technical, manufacturing, or industrial service organizations
• Familiarity with service operations, dispatching, or field service environments
• Experience working alongside technicians or technical SMEs

Physical Requirements:

• Primarily office-based role
• Prolonged periods of sitting, phone use, and computer work