Customer Support Coordinator

Customer Support Coordinator

The Customer Support Coordinator (CSC) is responsible for managing & triaging customer support inquiries, tickets and requests. The CSC will also be tasked with leading non-technical configurations of new and existing customer deployments, communicating product/service best practices, serve as a customer advocate if/when higher levels of support are required, and spearhead scheduling of escalation support resources when required.

Excellent communication and organization skills are essential for successfully executing the responsibilities of this position.

Customer Support Coordinator Responsibilities

• Serve as first line of support by answering support hotline and assessing new support portal tickets.
• Use knowledge of the product/service to evaluate customer requests. o Handle low-level questions and concerns with speed and professionalism.
• Assist customers when requests are configuration-based and the product/service appears to be working as intended (user/customer error or ignorance)
• Question customers to fill in missing information that might be helpful to escalation support.
• Ensure customer satisfaction and provide professional customer support.
• Follow-up with customers post-support as needed to ensure customer satisfaction.
• Communicate and coordinate with technical support colleagues.
• Effectively communicate areas of improvement to the company for documentation, processes, etc.
• Ensure response times are inline with company-defined expectations and SLAs.
• Assist new customers in configuring their product/solution after installation.
• Offer training to customer administrators.
• Teach best practices so customers can effectively manage their own product/solution as much as possible post-sale.
• Focus on building relationships with customers or partners to ensure a positive experience post-sale.
• Identify customers that would be good candidates for beta testing new solutions.

Customer Support Coordinator Requirements

• Display a working knowledge of the product/service.
• Basic computer skills and ability to learn proprietary software.
• Demonstrated ability to understand technical concepts found in software, networking, operating systems, etc.
• Ability to create and conduct basic training curriculum for customers and partners.
• Possess the ability to communicate effectively with customers, partners and colleagues by phone, email, helpdesk, chat, in-person, etc.
• Has strong problem-solving skills to efficiently resolve customer complaints, requests for support, or coordinate escalated support.
• Exhibits self-motivation and the ability to multitask.
• Detail-oriented.
• Ability to assess and prioritize customer complaints based on levels of severity.
• Enjoys working with a team and maintaining positive relationships.

Education & Experience

Technical or college degree preferred. 2+ years of working in customer facing, high-activity environment.

Pay: From $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Work Location: Remote