Customer Support/Ops Coordinator I

What Is Your Role

This position has primary responsibilities for providing hands-on troubleshooting, feature explanation, and best practice guidance for our product. The work environment is focused on providing support to customers, partners and colleagues both in a fast-paced environment.

A successful Customer Support Advocate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, Team needs and delivers the highest level of client satisfaction.

What Will You Do

• Provide support to customers via phone, email and chat
• Respond to customer inquiries and alerts in a timely and professional manners in accordance with the agreed SLAs
• Diagnose, address and resolve technical issues efficiently and accurately
• Escalate complex issues to higher-level support
• Keep up to date with ever-changing technologies including adapting quickly to process changes
• Participate in training sessions to enhance technical skills and knowledge
• Knowledge-sharing sessions with the team and assist in training new team members
• Gain a deep understanding of the client’s products and services
• Respond promptly to customer service inquiries or questions to ensure satisfaction.
• Collaborate with and support team members when assistance is needed.
• Take on additional tasks or responsibilities when required to meet team objectives.
  
  

What We’ll Like About You

YOU ARE…

• Curious and authentic, just like us!
• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction
  
  

YOU HAVE…

• 3+ years of technical support experience: Primarily supporting customers via email and chat.
• Has general knowledge of how web-based and mobile apps work.
• Has general knowledge and experience of SaaS Products - Software as a Service
• Passionate in creating exceptional customer experiences and can use challenging situations as an opportunity to exceed customer expectations.
• Ability to thrive in a dynamic and evolving environment
• Metrics-driven and proven ability to handle a high volume of customer interactions.
• Strong conflict resolution skills and even temperament in challenging situations.
• Ability to properly understand and convey tone via written communications.
• Creative problem-solving skills.
• Impeccable judgment - the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations Loads of empathy - you genuinely care!
• Proactive attitude and ability to work with limited supervision.