Amano McGann, Inc. is focused on providing effective customer support, and they are seeking a Parking Systems Support Coordinator to streamline the customer support intake experience. The role involves responding to inquiries, triaging and validating new tickets, and ensuring efficient routing of requests to the appropriate teams to minimize customer downtime.
Responsibilities
- Ensure that incoming calls to the phone queue are answered and that Jira Parking Support PS tickets are created in response to the call, or the caller is politely redirected if the question isn’t for Customer Support
- Conduct timely triage of newly created tickets to accelerate case progression, identifying when additional information is required versus when a ticket is ready for assignment
- Validate customer entitlement early in the process to prevent downstream delays by confirming warranty status, support coverage (Now/ONECare), and required purchase orders before work proceeds
- Directly dispatch legacy product‑specific issues (iParc/Pro+, AMG, Overture, standalone equipment) to the appropriate AMI branch
- Minimize equipment downtime by immediately routing tickets involving vandalized or physically broken hardware to the responsible AMI branch for expedited action
- Streamline consumable‑order requests by identifying them quickly, directing customers to the correct ordering resources, and closing the ticket so fulfillment can move forward without delay
- Ensure balanced workloads and timely responses by assigning validated tickets to the appropriate Support Analyst or Engineer based on skillset and priority
- Adherence to Amano McGann’s core values
- Additional duties as assigned
Skills
- Team player with the ability to work independently of and cooperatively with others
- Strong judgment in handling sensitive or complex situations
- Effective communication skills
- Candidate should be skilled in using the Microsoft Office 365 applications
- A 2-year technical degree or equivalent experience
Company Overview
- Amano McGann is a world leader in providing advanced parking solutions offering an extensive sales service and support network across North America and Canada. It was founded in 1931, and is headquartered in Rockville, Minnesota, USA, with a workforce of 201-500 employees. Its website is http://www.amanomcgann.com.