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RESPONSIBILITIES:
Kforce's client, a fast growing, technology focused company, is looking to add a Technical Support Coordinator to the local team in Columbus, OH.
Summary:
The Technical Support Coordinator will handle customer requests submitted via the Customer Portal and/or phones in alignment with the company's values and goals. They are responsible for timely triage of Licensing and General Inquiry cases which involves setting customer expectations, checking for understanding with customers, addressing basic Licensing needs, referral of the request to the correct department if necessary, and follow-up to ensure customer satisfaction. This task is handled by data entry and auditing information received internally or externally and is completed through our Customer Relationship Management (CRM) software, Salesforce.
Responsibilities of the Technical Support Coordinator:
Pursue good relationships with other departments to ensure effective communication and timely resolution of issues
Basic knowledge of our client's Licensing and product suite
Oversees queues of Licensing and General Inquiry cases in Salesforce
Technical Support Coordinator will monitor and answer phone queue for cases
Identify customer needs via email or phone
Knowledge of proper information and referral workflow
Perform basic non-technical troubleshooting of Licensing issues
Ensure requests referred to other teams are handled in timely manner, escalating where necessary
Technical Support Coordinator audits and Update CRM records pertaining to customers, accounts, and licensing where needed
Update manager on Sales Team records that need audited
Technical Support Coordinator communicates with Technical and Order Processing team where necessary for referrals
Communicate with Sales and Renewals to ensure timely handling of Refer to Sales requests
Perform other duties as assigned
REQUIREMENTS:
Technical Support Coordinator needs Bachelor's degree or relevant customer service experience required (A combination of education and experience will be considered)
Experience with data entry and ticketing systems
Has working knowledge of internal policies and procedures, departments, personal data handling regulations, basic accounting processes, and payroll/HR software
Warm customer service manner
Ability to mitigate customer concerns via phone and email
Dedicated collaborator
Attention to detail and ability to multi-task
Proficiency in MS Office suites
Excellent verbal and written communication skills
Verbal/Written proficiency in the Spanish language is highly desired, but not required
Experience with Salesforce a plus
Previous experience in Customer Service or related field preferred
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
