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Project Coordinator, Customer Success (remote) - technical support -...

City: Philadelphia
Date: 07 Feb 2020
Category: Technical Support

Are you a problem solver with great customer service skills? Are you intellectually curious? When you download an app do you try to figure out everything it can do? Do you have top-notch communication and organization skills? If you answered YES then imSMART has your dream job.

imSMART, a division of CompareNetworks, is an enterprise sales, marketing, and training platform serving customers in many business to business markets. imSMART gives companies the ability to centralize and distribute all sales and marketing materials to a mobile sales force, create custom presentations, download detailed analytics and share data. Our imSMART team is passionate about providing the highest level of support to our customers, some of the largest companies in the world.

Key Responsibilities:
• Provide first level support for customer issues and questions
• Utilize analytics tools to generate reports
• Maintain and improve existing customer support practices
• Interact with customers via phone, email, and a ticketing system
• Onboard customers by setting up instances, content and lead training
• Own all customer tickets and work with developers and project managers
to troubleshoot issues
• Gather feedback from customers for future improvements to the app
• Maintain customer support documentation and articles
• Manage enterprise releases across all mobile and web platforms
• Test new releases and give feedback to developers.
• Write release notes in simplified terms.
• Update customer facing documentation for release notes on a regular basis

• 1+ year Customer Service Experience in a SaaS environment
• Ability to give live trainings via web conferencing software
• Proficient with Microsoft Excel
• Must have strong organization and communication skills, be detail oriented, and have the ability to handle multiple projects simultaneously
• Technical aptitude and ability to learn software programs
• Ability to research the web and interact with developers to troubleshoot and help customers with iOS, Windows, and Android platforms
• Ability to understand technical jargon and explain it in non-technical terms
• Available to meet virtually with clients and developers outside of normal business hours when needed
• Be a team player who loves making products better and customers excited
• Experience with Zendesk and/or Jira is a plus
• Some knowledge of programming and databases, also a plus
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