oracle
Customer Care Resolution Specialist
BA Laundry
Michigan, USA
Mid
Onsite
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Electrolux Professional Group is seeking a motivated and highly organized Customer Care Coordinator to support our national Technical Support team.
This role serves as the operational foundation of the ticket resolution process, ensuring all service requests are accurately tracked, proactively followed up on, and resolved within established timelines.
The ideal candidate is a highly organized and proactive communicator who performs effectively in a fast‐paced service environment.
While this position does not provide direct technical support, it plays a vital role in delivering consistent, seamless, and high‐quality experience for customers and service partners.
Ticket Follow-Up & Resolution Management
Own the follow-up lifecycle of all open service tickets, proactively driving each to closure within established SLA targets.
Monitor ticket queues and escalate aging or stalled cases to the appropriate Technical Support Specialist or team lead.
Serve as the liaison between customers, Authorized Service Agents (ASAs), and internal technical support personnel to ensure clear communication and timely action.
Document all follow-up activity, status updates, and resolution notes accurately within the service management system (Zendesk or equivalent).
Customer, Internal & Partner Communication
Maintain proactive outreach to customers and service partners with regular status updates on open tickets.
Respond to inbound ticket inquiries promptly and professionally via phone and email.
Set and manage customer expectations regarding resolution timelines, routing technical questions to the appropriate specialist.
Technical Support Assistance (Non-Technical)
Assist Technical Support Specialists with administrative tasks including scheduling, dispatching, and documentation.
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