Support Services Coordinator

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.

We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.

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**Key Responsibilities**:

- ** Customer Support Coordination**:

- Serve as the primary liaison between customers and the required teams
- Assign tickets to the appropriate team members based on expertise and availability
- Generate RMAs, replacement orders, and return labels
- Coordinate with partners for on-site services
- ** Service Monitoring and Escalations**:

- Monitor open cases to ensure compliance with established service level agreements (SLAs)
- Identify and escalate high-priority or complex issues to appropriate stakeholders
- Follow up with customers and internal teams to ensure issues are resolved to satisfaction
- Document all work performed for later reference
- Escalate to respective vendors as necessary
- ** Documentation**:

- Document all customer interactions, troubleshooting steps, and resolutions in the ticketing system or CRM
- Contribute to the creation and maintenance of knowledge base articles, FAQs, and user manuals
- ** Process Improvement**:

- Identify recurring issues and recommend improvements to processes, tools, or training to enhance service efficiency
- Contribute to the development and maintenance of support documentation and knowledge base articles
- ** Team Collaboration**:

- Coordinate with cross-functional teams, including engineering, sales, supply chain, warehouse, and logistics, to address customer needs and improve service delivery
- Participate in team meetings to discuss trends, challenges, and best practices
- ** Customer Relationship Management**:

- Build and maintain strong relationships with clients by providing exceptional service and proactive communication
- Assist with onboarding new customers by explaining support processes and tools

**Skills Required**:

- 4+ years of experience in a customer support or service coordination role, ideally in the tech industry
- Familiarity with technical support processes, ticketing systems, and customer relationship management (CRM) tools
- **
Knowledge, Skills, Abilities**
- Strong organizational and time management skills with the ability to multitask effectively
- Excellent written and verbal communication skills
- Problem-solving mindset with attention to detail
- Proficiency in using support tools such as Zendesk or similar platforms
- Basic understanding of computer hardware, software, and networking concepts (preferred but not required)
- Ability to work in a fast-paced, team-oriented environment
- Customer-centric attitude with a commitment to providing outstanding service
- Enthusiastic to learn modern technologies

**Why AHEAD**:
Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

**USA Employment Benefits include**:

- Medical, Dental, and Vision Insurance
- 401(k)
- Paid company holidays
- Paid time off
- Paid parental and caregiver leave