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Operational Facilitator

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Job Description

The role of a Project Coordinator is pivotal in representing our organization to clients. Providing exceptional customer service interaction through timely response to incoming tickets, as well as escalating key issues and questions to developers, is crucial to this position.

This individual will be responsible for understanding and learning new features of our software, writing documentation for our help center database, and coming up with innovative ways to facilitate operational workflows.

Key responsibilities include:

  • Responding to client tickets in a timely manner, providing key customer attention and care.
  • Understanding and escalating software bugs and issues to developers, while ensuring client issues are closed once resolved.
  • Learning new features of our software and writing help documentation articles to support clients.
  • Liaising between internal departments to close out and understand client issues.
  • Deriving metrics and stats from our ticketing system to generate reports on time to resolution, classification, and other key information on client tickets.
  • Utilizing SQL to query our database and pull key information when investigating client issues.
Required Skills and Qualifications

Our ideal candidate should possess the following skills and qualifications:

  • Strong customer service skills.
  • Ability to escalate bugs and issues to various departments.
  • Proficiency in writing long-form articles.
  • Ability to translate skills to other employees through training or mentoring.
  • Proficient knowledge of Microsoft Office.
  • Proficient knowledge with relevant legal requirements and regulations.
  • Strong analytical and problem-solving skills.
  • Demonstrated critical thinking skills.
  • Attention to detail and organizational skills.
  • Ability to adapt to changing priorities.
  • Strong interpersonal abilities and communication skills.
  • Ability and interest to work in a geographically diverse environment.
Benefits

As a Project Coordinator at our organization, you can expect:

  • A dynamic and fast-paced work environment.
  • Opportunities for growth and professional development.
  • Collaborative team environment.
  • Competitive compensation package.
Others

Additionally, we offer:

  • Flexible working arrangements.
  • Access to industry-leading tools and technologies.
  • Recognition and rewards for outstanding performance.

Our company values innovation, teamwork, and customer satisfaction above all else. We are committed to providing an inclusive and supportive work environment that fosters growth and development for all our employees.