Customer Support Coordinator

Our Customer is a Sunnyvale, California-based software, hardware, and services technology company. They are an industrial technology company transforming the way the world works by delivering solutions that enable their customers to thrive. They support global industries in building & construction, agriculture, geospatial, natural resources and utilities, governments, transportation and others. Core technologies in positioning, modeling, connectivity and data analytics connect the digital and physical worlds to improve productivity, quality, safety, transparency and sustainability.

We are seeking a Customer Support Coordinator on a contract basis to support our Customer’s business needs. This role is 100% remote in PST hours.

The Customer Support Coordinator is responsible for receiving all customer inquiries via the phone, chat, email and/or Internet and for operating a computerized CRM System with a steady volume of customer requests for the Viewpoint Construction Software division. This division provides an enterprise level software solution with integrated accounting, project management, and operations modules for mid-range to large-scale contractors throughout the United States and abroad. This is a full-time, entry-level position which will initially operate under close supervision. The successful candidate will possess good telephone/Internet skills and a customer service orientation.


Responsibilities:

• Answers high-volume incoming support calls, chats, emails, and online cases; and routing calls to appropriate employees.
• Assist customers on setting up Customer Portal (online support portal), update contact preferences. You will also provide support for customers having access issues or questions about the Customer Portal.
• Enters and updates customer data, including customer contact information and pertinent details including software version.
• Communicates and interacts directly with customers, assisting with directing calls to other departments for any case owners outside of CS.
• Assist customers, sales, PS in expediting cases when asked.
• Completes assigned projects as needed.
• Educates and schedules appointments for customer deployment of Viewpoint Software.
• Manage bounced emails to keep Viewpoint contact information current.

Qualifications:

• Pleasant and articulate telephone personality and the ability to create rapport and deal constructively with customers over the phone. Remains calm in dealings with customers and amidst a high-volume of incoming calls.
• Demonstrated excellent attendance record and a high level of dependability. Ability to work within the coverage requirements of the Customer Support department.
• Ability to multi-task and thrive in a fast-paced, software-based environment. Experience handling multiple competing requests incoming through various mediums (i.e., telephone, email, chat, in person, etc.) is a must.
• Intermediate experience with MS Office applications and data entry.
• Strong customer-service orientation.
• Writes and speaks clearly and concisely and expresses self well.
• Demonstrates accuracy and thoroughness and monitors own work to ensure quality, presents information effectively, and is able to read and interpret written information.
• Demonstrates professionalism, discretion, and good judgment in all interactions with co-workers, customers, vendors and others.
• Consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.
• Handles confidential and sensitive information and records with a high degree of discretion, diligence, and good judgment.
• Well-organized, self-directed team player.
• Strong organizational skills required, strong follow-through a must with the ability to manage projects and assignments with flexibility.
• Ability to maintain a predictable and full-time work schedule.
• The ability to sit and work at a keyboard for extended periods of time and communicate with team members by phone, computer, and video teleconferencing is required.

Preferred:

• Some college coursework completed in business management, accounting, or computer technology.
• Customer service experience
• Advanced skills using Microsoft Excel and Word.

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Please note: In order to create a safe, productive work environment, our client is requiring all contractors who plan to be onsite to be fully vaccinated according to the CDC guidelines. At the point of offer, contractors will be required to attest their vaccination status.

Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)
Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefit Program

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.