ROLES AND RESPONSIBILITIES
The Customer Support Coordinator, reporting to the Customer Success Lead, will be responsible for providing efficient and effective administrative support to the Customer Success Team in a professional and timely manner. The role will liaise with external clients and internal resources to provide support and customer satisfaction.
KEY RESPONSIBILITES:
•Generate Customer Support Tickets and employ Standard Operating Procedures (SOP’s) to progress tickets through to resolution.
•Correspondence Management: Maintain prompt and effective communication with customers.
•Ticket tracking & progression:
oLiaise with departmental Project Managers to coordinate resources as required.
oComplete departmental SOP’s as required:
oSupport Ticket to Return Material Authorization (RMA)
oComplete Support Ticket ClosureoComplete Customer Inquiry to Sales Handover
•Maintain communication internally and externally.
•Maintain Support Ticket Tracking Board
•Perform basic trend analysis on customer support data.
•Coordinate with internal groups to develop customer support strategies and processes for employees.
•Review and optimize existing customer facing CSG documentation and processes.
•Generate regular reports and analysis of customer support activities.
QUALIFICATIONS AND EXPERIENCE
•Office Administration Certificate with 3+ years administrative experience.
•General knowledge of various office 365 tools, including Teams and SharePoint.
•Exceptional organisational and interpersonal skills.
•High level of attention to detail and ability to QC own work.
•Excellent communication skills -written and verbal.