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Customer Support Coordinator 

resume-library  |  United States  |  

United StatesUnited States (US)
Work Type:
Work Time:
Full Time


Customer Support Coordinator


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.


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



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.