Platinum Support Coordinator
Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.
About this role
This role will be responsible for technical support case creation, system advisement, case management and escalation follow-up, along with general coordination between other internal teams on behalf of our Platinum Support customers.
Key Responsibilities
- Primary contact for Platinum level customers
- Technical support case creation and escalations
- Manage dashboard for technical support case and engineering escalation aging
- Hosting issue status and advisement calls with ownership of call agenda
- Level 1 troubleshooting for LenelS2 systems
- Maintaining and strengthening cross-functional relationships with key internal teams including Technical Support, Engineering, Sales, and Product Management on behalf of the customer
Required Qualifications
- High School Diploma or GED
- 3+ years of customer service experience
- 1+ years of experience providing remote customer service
Preferred Qualifications
- Access control and Security troubleshooting or system management experience preferred
- Proven ability to manage an end-user with the ability to develop strong, long-term customer relationships
- Excellent presentations skills with the ability to communicate well across all organizational levels
- Professionalism consistent with a world-class service provider
- Ability to work independently in a team environment
- Project management/Coordinator experience
#LI-Onsite
RSRCAR