IT Customer Success Coordinator
The successful candidate will be patient, detail-oriented, and will ensure that we address clients' needs. The candidate should know the right questions to ask and see beyond a specific request, understanding how the task at hand relates to the larger goals of our clients. The candidate should have excellent verbal and written communication skills, and will work alongside our engineering and desktop support teams and other team members to deliver exceptional solutions in a timely fashion.
" Professionally handle incoming client requests via phone, email, and in person ensuring that issues are resolved both promptly and thoroughly.
" Handle all client inquires, requests and thoroughly educate him or her on the service.
" Look for innovative ways to better the solutions and improve the customer experience.
" Provide innovative feedback to management to continue to better the department and processes.
" Investigate and solve customers' problems, which may be complex or long-standing problems.
" Keep accurate records of discussions or correspondence with customers.
" Develop feedback or complaints procedures for customers to use.
" Improve customer service procedures, policies and standards for the department.
" Meet with other managers to discuss possible improvements to customer service.
" Assist staff to deliver a high standard of customer service.
" An ability to work on a small team, communicate effectively, and have a passion for technology and customer support.
" Experience in tech support or as a client support representative.
" Excellent verbal and written communication skills.
" Have a broad understanding of modern technology.
" An ability to work well under pressure.
" Experience with a ticketing system.
" Ability to multitask/handle multiple projects simultaneously.
" Listening skills, to understand exactly what customers require.
" Problem-solving and motivational skills.
" Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
" Creative thinking, to be able to come up with new ideas to improve customer service standards.
" Organizational and planning skills to develop customer service policies.
" Good personal presentation, especially when working with customers face-to-face.