
Operations Coordinator Position Available
4 days ago
Project Coordinator Role Overview
We are seeking a detail-oriented Project Coordinator to join our team. As a Project Coordinator, you will be responsible for providing top-notch customer service interaction through incoming tickets, as well as escalating key issues and questions to our developers in a timely fashion.
The ideal candidate will have a strong ability to understand and learn new features of our software, with a focus on writing documentation for our help center database. Additionally, the candidate should be able to come up with new ways to facilitate operation workflows.
Key Responsibilities:
- Respond to client tickets in a timely manner, providing key customer attention and care in order to address all of their questions and concerns.
- Understand and escalate software bugs and issues to developers, while making sure to close issue out with client once it is resolved.
- Liaison between different internal departments in order to close out and understand issues with clients
- Derive metrics and stats from our ticketing to generate reports that show time to resolution, classification, and other key info on client tickets.
- Utilize SQL to query our database to pull key information when investigating issues and questions that arise from clients.
Required Skills:
- Strong customer service skills
- Bug/issues escalation to various departments
- Writing long form articles
- Ability to translate your 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
- Demonstrate critical thinking skills
- Attention to detail and organization skills
- Ability to adapt to changing priorities
- Strong interpersonal abilities and communication skills
- Ability and interest to work in a geographically diverse environment
Preferred Skills:
- Zendesk
- Customer support experience
- Userpilot
- My SQL database
- Google Suite (Docs, Sheets)
- Microsoft Office Suite (Word, Excel)
- Microsoft Teams
- Jira
- Slack
Qualifications:
- A bachelor's degree in a related field of study.
- At least 1 year of experience in a customer service role.
- At least 1 year of experience in managing relationships and expectations with SaaS products.
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