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Overview

Job Summary:
We are seeking a highly motivated and customer-focused individual to join our team as a Technical Support Coordinator for our Software-as-a-Service (SaaS) platform. In this role, you will be the primary point of contact for our customers, providing exceptional support and assistance to ensure a positive experience with our SaaS products. You will handle inquiries, troubleshoot issues, and strive to exceed customer expectations through effective communication and problem-solving skills.

Responsibilities:

• Serve as the first point of contact for customers seeking assistance with our SaaS products via email, phone and screenshare.

• Respond promptly and professionally to customer inquiries, troubleshooting technical issues, and providing guidance on product features and functionalities.

• Diagnose and resolve customer problems efficiently, escalating issues as necessary to ensure timely resolution and customer satisfaction.

• Maintain a thorough understanding of our SaaS products and stay updated on new features, updates, and best practices to effectively assist customers.

• Document customer interactions, including inquiries, issues, and resolutions, accurately in our CRM system.

• Collaborate with cross-functional teams including product development, sales, and marketing to address customer needs and feedback.

• Identify opportunities to improve customer support processes and contribute to the development of support resources such as knowledge base articles and FAQs.

• Strive to achieve and maintain high levels of customer satisfaction and retention by delivering exceptional service and building strong relationships with customers.

• Other duties as assigned.

Requirements:
o Bachelor’s degree or equivalent experience in related field.

o Proven experience in customer service or support roles, preferably in a SaaS or technology-related industry.

o Customer-centric mindset with a dedication to delivering outstanding service and support.

o Excellent communication skills, both verbal and written, with the ability to convey technical information in a clear and understandable manner.

o Fluency in the English language

o Strong problem-solving skills and the ability to troubleshoot technical issues independently.

o Empathy and patience when dealing with customers, with a genuine desire to help and resolve their problems.

o Ability to work effectively in a fast-paced environment and handle multiple tasks simultaneously.

o Proficiency in using CRM software and other support tools is preferred.

o Proficiency in Microsoft applications and tools.

Additional Information:
This role is contingent upon passing a background check and reference review.

The Technical Support Coordinator position offers an exciting opportunity to be part of a dynamic team and make a meaningful impact on our customers’ experience with our SaaS products. If you are passionate about providing exceptional customer service and thrive in a collaborative environment, we encourage you to apply.