Sr Project Support Coordinator- PCC

The Senior Project Support Coordinator works under the direction of the Supervisor and/or Manager, Project Support Lead, referring exceptional problems and issues for review or approval. As the first escalation point of contact, Sr. Project Support Coordinator provides the highest level of customer service to users who open Depot Service tickets. The Sr. Project Support Coordinator deals with situations of a varied and possibly complex nature requiring a wide range of technical knowledge and interpersonal skills to assist Project Support Coordinators or our end users. The Sr. Project Support coordinator assists with managing escalated customer issues. A Sr. Project Support Coordinator assists with the creation of updates to process and procedure documentation providing training on changes as needed. The Sr. Project Support Coordinator assists in mentoring Project Support Coordinators as needed.

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

• Responds to requests for team assistance in person, via phone, and electronically with ability to resolve more difficult problems or situations.
• Assists and responds to Project Support Coordinators via the team assistance process with the ability to resolve or provide guidance on ongoing queries and complex scenarios.
• Provides assistance in person, via phone and e-mail related to tickets, orders, internal or external escalations, processes etc.
• Works on tickets and order processing as per the standard operating procedures and basic responsibility.
• Provides instructions to the team on as needed basis related to ongoing/ day-to-day process changes.
• Follows standard Depot Team procedures.
• Assists in cross training.
• Updates process and procedure documentation as needed.
• Performs additional responsibilities that involves managing and monitoring project related applications and reports.
• Monitors & manages daily generated shipments, SLO, inventory and status reports and sets further instructions for the team on as-needed basis.
• Assists with application and report creation and issues.
• Stays current with client project changes and updates.
• Becomes familiar with each client and their respective services and SLAs.
• Performs individual QA assessments.
• Performs all other duties or special projects as assigned.

• Degree requirements: High School or equivalency.
• Minimum years of work experience to qualify for role: 3.
• Total years of work experience to be fully proficient: 5.

• Advanced Microsoft Office skills to include creating presentations, creating documents in Word to included advanced formatting, creating spreadsheets to include the use of macros.
• Advanced computer knowledge with ability to operate keyboard for data entry. Type 40wpm.
• Attention to detail in composing, keying, and proofing professional business materials.
• Customer oriented with ability to listen to and anticipate needs of the customer.
• Flexible with ability to handle constantly changing flow of traffic; remain productive during slow times, handles multiple tasks effectively during busy times, exercises patience and professionalism during stressful situations.
• Creative with ability to think around problems and come up with creative solutions.
• Takes ownership and responsibility of an issues from start through to a successful resolution.
• Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer’s issues.
• Good phone skills with ability to provide technical support over the phone in a professional manner.
• Adaptable with ability to switch tasks based on shifting priorities.
• Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
• Excellent verbal and written communication skills.
• Judgment with ability to formulate opinions, compare and decide with good sense.
• Interpersonal skills with ability to work well with all levels of the organization.
• Good listening skills with ability to receive information completely and understand what is being said.
• Friendly presence and helpful attitude.