Project Support Coordinator - PCC

Project Support Coordinator

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That's what we do. We're the IT Department's IT Department.

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It's what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We'd love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

You'll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees' emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources.

You'll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Working under the supervision of the Team Leader-CX and in conjunction with the Sr. Project Support Coordinator, the Project Support Coordinator will primarily be responsible for coordinating, partnering, and collaborating with various teams and departments handling multiple projects. This includes monitoring and addressing requests and orders received as incidents, cases, or other forms of inquiries, and escalating requests based on training and process expertise.

The position demands meeting set quality expectations and focusing on achieving the SLAs to positively impact the customer experience. The Project Support Coordinator will serve as the first point of contact for requests received from customers in the form of incidents, and or internal issues reported by the Sales and Services team in the form of cases. Acting as the primary liaison between clients, management, and the Sales and Services team, the Project Support Coordinator ensures the timely and successful application of services across all categories of customer orders, from initiation to production.

Where applicable, this position assures departmental processes are performed in compliance with applicable Sarbanes-Oxley controls.

Primary job duties:

• Monitors incident/case queues and addresses requests received in accordance with SLAs.
• Handles incidents/cases following the established standard operating procedures, ensuring quality is maintained.
• Manages order processing and management according to standard operating procedures, ensuring quality is upheld.
• Handles cases/support requests from sales within established quality guidelines and SLAs.
• Monitors and escalates issues related to inventory/stock.
• Adheres to standard team procedures.
• Coordinates projects or activities with teams and departments within the Technology and Integration Distribution Center (TIDC) when dealing with sales, testing, and production orders.
• Acts as the initial point of contact and liaison for customers or between TIDC and other departments.
• Monitors reports to ensure orders are processed promptly and manages any delays effectively.
• Creates and updates process and procedure documentation (SOPs & Job Aids) as assigned.
• Schedules and attends internal and external customer meetings.
• Stays informed about client project changes and updates.
• Gains familiarity with each client and their respective services and SLAs.
• When proficient, may assist in providing internal team support and training to other team members.
• Performs all other duties or special projects as assigned.
• Recommends ideas for process/continual improvement opportunities.

Attendance:

Employees are required to be fully onsite at the approved work location to perform the functions of this position.

USD $20.43/Hr.

USD $25.91/Hr.

Required competencies:

• Excellent verbal and written communication skills.
• Intermediate Microsoft Office/O365 skills in Outlook, Word, PowerPoint, One Note, and MS Teams, which are essential for primary communication, creating documentation, presentations, organizing data, and handling internal and external communication via chats.
• Intermediate Microsoft Excel skills and understanding of formulas such as VLOOKUP, XLOOKUP, and basic pivot tables.
• Data entry skills with 99% accuracy and a typing speed of at least 40 words per minute.
• Basic to intermediate computer knowledge to effectively use…