Client Solutions & Support Coordinator

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Evaluate client support inquiries throughout the entire support ticket process.

• Identify issues across various technical platforms, including RevolutionCRM.

• Offer recommendations and solutions for swift and comprehensive resolutions.

• Foster collaborative relationships with clients and manage their expectations.

• Ensure compliance with Service Level Agreements (SLAs).

• Engage in weekly meetings for ticket prioritization and review.

• Record common support issues and their resolutions in the company-wide knowledge base.

• Investigate existing materials and create clear, accessible documentation for clients and internal teams.

• Attend meetings with internal stakeholders and external clients.

• Promptly escalate potential issues as needed.

• Propose and implement process improvements to boost service efficiency.

• Carry out additional tasks assigned by the Manager and/or Director.

⛳️ Requirements

• Exceptional customer service and support abilities.

• Clear and professional communication with clients and internal partners, even in high-pressure or changing situations.

• Flexibility and adaptability to shifting priorities and projects.

• Capability to independently and collaboratively address general issues, identify effective solutions, and provide feedback on business requirements.

• Strong technical troubleshooting capabilities.

• Proficient in explaining and resolving issues for clients.

• Well-developed interpersonal skills and a professional demeanor.

• Excellent verbal and written communication skills for conveying technical concepts to non-technical audiences.

• Proven experience in dynamic, fast-paced environments.

• Ability to manage multiple tasks and work collaboratively with cross-functional teams.

• Bachelor’s Degree or equivalent work experience preferred.

• Recent graduates are encouraged to submit their applications.

🏝️ Benefits

• Support for professional development.

• Equal employment opportunity.

• Reasonable accommodations for applicants with disabilities.