Customer Support Coordinator
Duties:
The Customer Support Coordinator will communicate with consumers quickly and efficiently, troubleshoot issues and escalate when necessary, and collaborate with other team members to ensure errors and issues are reported and prioritized. They must have impeccable interpersonal, customer service, and communication skills and have the capacity to respond to requests with varying degrees of complexity in a short amount of time.
Responsibilities
Interact daily with customers ensuring the customer’s inquiry is responded to and resolved within SLA and target goals
Communicate courteously and effectively, demonstrating soft skills to empathize with customer’s concern or comment
Deliver world-class, proactive customer service to internal and external stakeholders
Use advanced analytical skills to identify, gather, and organize information as it pertains to apps and web platforms
Meet and exceed key performance and customer service goals such as Customer Satisfaction, Average Handle Time, and Quality Assurance
Requirements
Associate degree or equivalent 2-years customer service experience
Knowledge of mobile apps, connected devices, and digital TV technology
Demonstrated professional customer service skills: solutions mindset, helping to nurture a passion for customer service
Experience with Zendesk preferred
Proficiency with Office Suite and demonstrated competency in learning new software
Strong technical skills and ability to type at least 45 words per minute
Ability to craft consumer-facing communications in an adept way to maintain consistent branded voice
Ability to multitask by troubleshooting steps while maintaining customer and internal team communication
Ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable
Strong analytical and critical thinking skills
Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization
Ability to adjust priorities and manage time wisely in a fast-paced environment
Commitment to teamwork through relationship-building, reliability, trust, and collaboration
As an equal opportunity employer, ICONMA prides itself on creating an employment environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual orientation, citizenship, or disability.
The Customer Support Coordinator will communicate with consumers quickly and efficiently, troubleshoot issues and escalate when necessary, and collaborate with other team members to ensure errors and issues are reported and prioritized. They must have impeccable interpersonal, customer service, and communication skills and have the capacity to respond to requests with varying degrees of complexity in a short amount of time.
Responsibilities
Interact daily with customers ensuring the customer’s inquiry is responded to and resolved within SLA and target goals
Communicate courteously and effectively, demonstrating soft skills to empathize with customer’s concern or comment
Deliver world-class, proactive customer service to internal and external stakeholders
Use advanced analytical skills to identify, gather, and organize information as it pertains to apps and web platforms
Meet and exceed key performance and customer service goals such as Customer Satisfaction, Average Handle Time, and Quality Assurance
Requirements
Associate degree or equivalent 2-years customer service experience
Knowledge of mobile apps, connected devices, and digital TV technology
Demonstrated professional customer service skills: solutions mindset, helping to nurture a passion for customer service
Experience with Zendesk preferred
Proficiency with Office Suite and demonstrated competency in learning new software
Strong technical skills and ability to type at least 45 words per minute
Ability to craft consumer-facing communications in an adept way to maintain consistent branded voice
Ability to multitask by troubleshooting steps while maintaining customer and internal team communication
Ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable
Strong analytical and critical thinking skills
Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization
Ability to adjust priorities and manage time wisely in a fast-paced environment
Commitment to teamwork through relationship-building, reliability, trust, and collaboration
As an equal opportunity employer, ICONMA prides itself on creating an employment environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual orientation, citizenship, or disability.