Company Description
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.
Customer Support (CS) Coordinator
Reporting to the Support Director, this role provides direct support and assistance to IntelligenceBank customers and members of the IntelligenceBank Customer Success team. This role has two key areas of responsibility; the first is monitoring and managing Helpdesk for tickets submitted by clients (these may be questions, requests for technical support or troubleshooting), the second is working closely with Account Managers on projects or tasks for our key clients which may include requirements gathering, platform configuration, training and material creation.
This is a hybrid role based in Melbourne with 3 days in the office.
Job Description
As CS Coordinator you'll be the first point of contact for HelpDesk support tickets from Customers. This is a varied role with a range of responsibilities and expectations including but not limited to the following:
* Configuration of IntelligenceBank software products as required which may include but not be limited to IB database/briefs/forms, workflows, alerts, groups, permissions, approvals), some custom webpage development (HTML, CSS, JS), and other automations as required.
* Assist Customer Success Managers and Key Account Directors with projects, change requests, training, troubleshooting and technical queries specific to customer's use cases and platform configurations.
* Liaise with Dev and Product teams on issues to determine solutions for customers or raise Jira tickets to elevate if needed for second level technical support.
* Conduct product training for clients.
* Be a product expert – effective and fast ramping of product knowledge, and keeping up to date with changes in the platform and new feature releases.
* Maintain customer records in appropriate customer folders and tools, including, but not limited to: Helpdesk ticketing system, Salesforce, Mission Control, Confluence, internal instance of IntelligenceBank.
* Escalate customer issues that cannot be resolved effectively or smoothly to the relevant Customer Success Manager, Key Account Director or CS leadership as appropriate.
* Contribute to the development of improved processes and documentation.
Qualifications
This role is ideal for someone with some prior experience supporting SaaS solutions for enterprise clients. If you're a 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
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 learning more about you!
IntelligenceBank is committed to responding to every applicant at every stage of the hiring process.
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