[Hiring] Customer Care Coordinator @Cynet Systems

Role Description

This remote position supports imaging and MRI operations by handling customer and engineer-related inquiries and coordinating service activities. The role primarily covers 2nd shift hours (3:00 PM–12:00 AM), with flexibility for alternate schedules including late-night/3rd shift coverage and one weekend day (Saturday or Sunday). The candidate will excel at after-hours service, continuous learning, and managing field resource allocation.

• Delivers a full range of service in a defined technical or administrative area of work using established guidelines and procedures.
• Delivers practical, technical, operative, and clerical processes within an area of work using standardized routines and methods.
• Customer service functions gather and file information gained during routine customer contacts.
• Handles inbound calls in basic 1st level support situations while processing the majority of requests on the basis of given procedures.
• Conducts outbound calls operating within a given framework of structured information.
• Answers and manages customer and engineer phone calls in a non–call center environment.
• Troubleshoots system or application issues and provides basic support.
• Coordinates service by transferring calls to technical support and dispatching engineers.
• Assists with ordering equipment and managing notifications related to system issues.
• Supports transition to new software platforms and completes associated training.
• Owns the end-to-end planning for the allocation and deployment of field resources in a dynamic environment.
• Applies critical thinking skills to ensure consistent delivery of customer commitments while optimizing field resource utilization.
• Owns customer communications end-to-end for all service events.
• Navigates complex discussions with customers when scheduling appointments and applies prioritization logic aligned with commitments.
• Manages capacity planning to meet cyclical demand and ensure delivery of commitments.
• Conducts technical and administrative support activities for service operations and delivery.
• Processes incoming orders, inquiries, and requests regarding products and services.
• Performs order management for assigned customers, managing and filing client information in systems.
• Supports customers remotely and onsite, providing 1st level user support for arising issues.
• Drives complex issues to qualified Service Technicians or Service Engineers.
• Cooperates with clients and sales representatives to clarify orders and issues.
• Participates in investigating and resolving commercial and technical problems.
• Supports pre-sales and post-sales technical product advice for implementation and operation of solutions.

Qualifications

• Basic level of theoretical and practical know-how, skills, and related experience in specialized processes, techniques, and systems used in an office environment.
• Operating major parts or the full spectrum of dedicated specialized standard software packages is required.
• Ability to cope effectively with multiple-choice situations in assigned processes and adapt the correct procedure to an issue.
• Strong multitasking, critical thinking, and problem-solving abilities.
• Ability to quickly learn new systems and processes.
• Strong verbal and written communication skills.
• Reliable and adaptable, especially for after-hours scheduling.
• Strong PC skills (MS Office software including Word, PowerPoint, Excel, and Outlook); knowledge of SAP is preferred.
• Ability to support complex projects and determine the critical path to improve performance.
• Ability to independently perform standard professional-level work requiring interpretation of complex issues.
• Strong organizational and time management skills with exceptional attention to detail.
• Ability to function as a change agent, promoting change management, customer focus, and integrity.
• Self-starter with high initiative who embraces an ownership culture.

Requirements

• Bachelor's degree or equivalent experience.
• 2 years of vocational training plus up to 1 year of related experience.
• Basic knowledge and experience of principles, procedures, and work routines in the related field.
• Customer-facing experience is preferred.
• Experience in the medical device or healthcare industry is preferred.

Benefits

• Fully remote role (may require up to approximately 1 month of onsite training initially).
• Company-provided laptop.
• Ideal for candidates comfortable working non-traditional hours and handling multiple responsibilities simultaneously.