Customer Support Coordinator - SaaS

About IntelligenceBank
IntelligenceBank is the leading digital asset management and marketing operations software solution for brands in regulated markets. Used by over 1m+ users in 53 countries, IntelligenceBank uses AI and automation to help ensure brands get to market quickly, stay on brand and ensure regulatory compliance. 

To support our ongoing growth have a newly created role for a Customer Support Coordinator. 

Reporting to the Support Director, this role provides direct support and assistance to all IntelligenceBank customers and members of the IntelligenceBank Customer Success team as required. This support includes a variety of internal tasks and liaising with other IntelligenceBank teams as well as direct contact with IntelligenceBank customers via email, help desk support tickets, telephone and online meetings to troubleshoot and resolve customer issues with 6-star service.  This role is based in El Seguno, CA with the customers based in Australia, the US and the UK. The role will require you to align to Central Time hours. This is a hybrid role with some office time required. 

• 10am - 7pm Central Time during US summer

• 8am - 5pm  Central Time during US winter

Key Activities:

• Be the first point of contact for HelpDesk support tickets from Customers.
• Investigate and respond to customer support tickets and other tasks as assigned via email, phone and online meetings in accordance with SLA’s and any established deadlines
• Configuration of IntelligenceBank software products as required which may include but not be limited to custom webpage development (HTML, CSS, JS), IB database/briefs/forms, workflows, alerts, groups, permissions), Zapier integrations & automations
• Liaise with QA, Dev and Product teams on issues to determine solutions for customers or raise Jira tickets to escalate if needed for second level technical support
• Assist Customer Success Managers, Key Account Directors and Implementation team with customer project work, change requests, troubleshooting and technical queries specific to customer’s use cases and platform configurations

This role is ideal for someone with prior experience supporting SaaS solutions for enterprise clients. If you're problem solver with excellent communication skills this role could be perfect for you! Read on to understand the other skills and experience we require. 

• Proven web development coding skills (HTML, CSS, JS) is required. 
• Passion for solving business and technology challenges 
• Energetic, motivated and driven with highly developed relationship skills
• Excellent verbal and communication skills
• Well-developed mediation and negotiation skill
• Time and priority management skills
• You are a team player who thrives working both independently and with others
• Exposure to and familiarity with APIs, Postman, Zapier is an advantage
• Ability to work autonomously and as part of a team
• Highly organized, able to juggle multiple tasks at one time 
• Reliable, consistent, positive and a fast learner with strong attention to detail

Next Steps: 

Once you’ve applied, your application will be reviewed by one of our team and you’ll be updated by phone or email regarding its status. 

Our application process includes phone screening, face to face interviews covering behavioural and practical questions that address our values as well as the requirements of the role you’ve applied for and, finally, references and criminal history checks. 

So apply now and we look forward to getting to learn more about you! 

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