About the job
As a Customer Support Coordinator, you will serve as the primary point of contact for HelpDesk inquiries from our valued customers. This dynamic role encompasses a variety of responsibilities aimed at ensuring client satisfaction and effective utilization of our software solutions.
- Configure IntelligenceBank software products as necessary, which may involve working with databases, briefs, forms, workflows, alerts, groups, permissions, approvals, and occasionally developing custom web pages (HTML, CSS, JS) alongside automations as required.
- Support Customer Success Managers and Key Account Directors with various projects, change requests, training, troubleshooting, and addressing technical queries related to customer use cases and platform configurations.
- Collaborate with Development and Product teams to identify solutions for customer issues or escalate them as needed through Jira for second-level technical support.
- Conduct training sessions for clients to enhance their understanding of product functionalities.
- Become a product expert by rapidly gaining knowledge of the platform and staying updated on new feature releases.
- Maintain detailed customer records in designated folders and tools, including Helpdesk ticketing systems, Salesforce, Mission Control, Confluence, and the internal instance of IntelligenceBank.
- Escalate unresolved customer issues to the appropriate Customer Success Manager, Key Account Director, or CS leadership efficiently.
- Contribute to the enhancement of processes and documentation for improved operational efficiency.

