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Customer Support Coordinator 
(Job)

resume-library  |  United States  |  

Ref:
PARTNER-3ZWYSO
Direct:
Employer:
Location:
United StatesUnited States (US)
Category:
Management/Support
Work Type:
Permanent
Work Time:
Full Time
Tags:
job,united-states,resume-library

Description 

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.