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Customer Support Coordinator
Skyword
Boston, MA, United States
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Job Summary
Skyword's Customer Support Coordinator works with the Customer Support team to provide outstanding customer support to internal staff and external clients through chat, email, phone and in person. The most qualified candidates will be comfortable with different technologies, problem solvers, have a track record of getting things done, and be obsessed with customer service.
Primary Duties and Responsibilities
• Learn and master all aspects of the Skyword platform
• Effectively diagnose & solve problems for all Skyword users through phone, email, chat, and in person
• Clearly communicate issue resolutions and escalate as needed
• Be a resource for new and existing clients by taking the lead on platform integration, platform and adoption
• Work internally, across departments, to deliver compelling solutions for our clients
• Be available to work 11am - 7pm at least one day a week
Qualifications
• Bachelor's degree or equivalent
• 1 - 2 years of Customer Success or Support experience at a technology company
• Familiarity with ticket or case management systems (e.g. Salesforce Service Cloud, Zendesk)
• Familiarity using different CMSs (e.g. WordPress, Drupal, Adobe) and technologies (e.g. HTML, JIRA, Gainsight)
• Experience in digital marketing, online content, and/or SEO preferred
• Working knowledge of Microsoft Word, Excel and PowerPoint
• Working knowledge of SQL preferred
• Strong organizational skills, written and verbal communication skills are critical to success
• Self-starter approach to work, with an eagerness to take responsibility and consistently exceed objectives
• Able to analyze issues and develop a clear action plan
• Able to work individually and build partnerships that foster teamwork
• Able to thrive and be flexible in a rapidly changing start-up environment
• Comfort with technology and the ability to discuss basic Internet technologies
Tools Used
• JIRA
• Salesforce Service Cloud
• Microsoft Office
• Gainsight
Working Conditions
The Customer Support Associate will work in Skyword’s Boston office during designated support hours.
Compensation and Benefits
Competitive market-based salary. Medical, dental, life, and disability insurance plans; equity; 401(k) plans with employer matching contribution; three weeks paid vacation; 11 paid holidays; 10 sick days; 2 half day volunteer days; and an open, friendly work environment.
About Skyword
Skyword moves brands – and their content – forward. By embracing a sustainable, scalable approach to original storytelling, Skyword liberates brands from ineffective marketing practices and inspires them to create deeper connections with their customers. With a powerful combination of enterprise-class technology, authentic voices, and professional services, Skyword propels clients’ content marketing programs to new levels of excellence. Skyword is a privately held company headquartered in Boston, MA, with an office in Pittsburgh, PA.
Skyword is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.