Parking Systems Support Coordinator (Roseville, US)

Parking Systems Support Coordinator (Roseville, US)

Role Purpose

This role exists to ensure that Amano McGann has a streamlined and effective customer support intake experience by quickly responding to inquiries, triaging and validating new tickets, and directing each request to the correct team. By routing product‑specific, damaged‑equipment, and consumable‑order cases efficiently, the role reduces customer downtime and ensures timely, balanced support across the team.

Reporting Relationships

Reports To: Regional Manager of Customer Support

Direct Reports: None

Key Results & Accountabilities

  • 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.

Scope & Decision‑Making

  • This role makes decisions within established policies to manage the front end of the customer support process.
  • The position resolves operational questions such as identifying missing information, confirming warranty or support coverage, distinguishing product‑specific or damaged‑equipment cases, and balancing ticket assignments across analysts and engineers.
  • These decisions directly impact overall service efficiency by ensuring accurate routing, timely responses, and proper documentation.
  • The role supports operational cost control by preventing unauthorized work through entitlement checks and reinforces compliance.

Required Capabilities

  • Team player with the ability to work independently of and cooperatively with others
  • Strong judgment in handling sensitive or complex situations
  • Effective communication skills

Education & Experience

  • Candidate should be skilled in using the Microsoft Office 365 applications
  • A 2-year technical degree or equivalent experience is preferred

Working Conditions / Physical Requirements

This position is primarily performed in a remote home‑office environment and requires a reliable, professional workspace with stable high‑speed internet. Working from a local AMI office may occasionally be required. Work primarily involves computer‑based tasks, phone communication, and collaboration using digital tools. The role operates in a fast‑paced support setting with frequent multitasking, inbound customer calls, and time‑sensitive ticket triage. Standard business hours apply, with occasional flexibility required during periods of high call volume or urgent customer needs. The employee must be able to independently manage time, prioritize incoming work, and maintain a professional demeanor in all customer and internal interactions.

The position requires extended periods of sitting while working at a computer and handling phone‑based support. Regular use of hands is necessary for typing, navigating software systems, and operating a headset or other office equipment. The employee must possess clear verbal communication skills, strong listening ability, and sufficient visual acuity to review detailed digital information on a computer screen. Minimal physical exertion is required aside from the ability to lift or move light office items (up to 10 lbs). A workspace free from excessive noise and distractions is essential to ensure effective and professional customer communication.

This job description is intended to describe the general nature and level of work performed by employees in this role. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required. This job description is subject to change with or without advance notice by the Company.

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