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Project Associate

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Job Overview

About the Role

We are seeking a highly skilled and organized professional to serve as our project coordinator. As a key member of our team, you will be responsible for providing exceptional customer service, escalating software bugs and issues, and liaising between departments.

  • Respond to client tickets in a timely manner, addressing all questions and concerns with empathy and care.
  • Evaluate and escalate software bugs and issues to developers, ensuring seamless resolution and client satisfaction.
  • Stay up-to-date on new features and software functionality, creating informative help documentation to support clients.
  • Collaborate with internal teams to resolve client issues, driving results through effective communication.
  • Analyze ticket data to generate reports showcasing time to resolution, classification, and other critical metrics.
  • Utilize SQL to query our database, extracting valuable insights to inform issue resolution and process improvement.

Key Skills and Qualifications

  • Demonstrated expertise in customer service, with a strong focus on empathetic response and problem-solving.
  • Excellent written and verbal communication skills, with the ability to articulate complex information to diverse audiences.
  • Aptitude for learning new software features and functionality, with a passion for sharing knowledge through training and mentoring.
  • Proficient Microsoft Office skills, with experience working in a geographically diverse environment.
  • Familiarity with relevant laws and regulations, ensuring compliance and risk management.
  • Strong analytical and problem-solving skills, with the ability to think critically and adapt to changing priorities.
  • Exceptional interpersonal skills, with the ability to build rapport and communicate effectively with clients and colleagues.

We seek candidates who possess a bachelor's degree in a related field, with at least one year of customer service experience and SaaS product management. If you are a motivated and detail-oriented individual with a passion for delivering exceptional customer experiences, we encourage you to apply.