Job DescriptionJob Description
About the Job
The SMB support coordinator is responsible for being the first point of contact for SMB support calls. As this point of contact, they are the face of Cirrus for these customers, and as such, need to provide world-class customer service. They must also work closely with the project managers and installers to ensure a smooth transition between pre and post-sale.
Job Duties
* Align performance to assigned KPI goals individually and for your team
* Work with Project Managers to facilitate a smooth install process
* Be the primary point of contact for SMB sign installers for new sign setup
* Maintain accurate CRM records for new customers and follow up with appropriate parties to collect missing information
* Schedule work orders with service companies to dispatch on-site technicians
* Work with accounting to ensure contractors are paid in a timely manner for service calls
* Source new vendors and perform quality control on vendors with feedback from support and project teams
* Maintain accurate database of approved vendors including quality, coverage and other critical information
* Accurately process and record call transactions using support ticketing software
* Track tickets through the support process until completion, including appropriate followup
* Receive, assign, and manage support requests via phone, email, or chat
* Help maintain internal and external documentation including training materials and installation guides
* Assist with general support duties when needed
* Perform additional duties, as assigned
Skills and Qualifications
* Strong organizational skills, problem-solving, and attention to detail
* Exceptional phone etiquette
* The ability to manage multiple priorities and be comfortable working under pressure
* Self-motivated and able to work in a team environment to recommend and implement opportunities for increased IT efficiencies
* A basic knowledge of software and hardware for personal computers and smartphones
* Excellent written and verbal communication skills to deal effectively with internal and external contacts
* Knowledge of customer service principles and practices
* Effective listening skills
* Ability to learn new skills, software, hardware and repair processes
* Innovative thinker who is positive, proactive, and readily embraces change
Cirrus Core Values: What we look for in a teammate.
Bring Passion: We take pride in our work and bring our BEST to all interactions with our customers and teammates. We encourage rigorous discourse to improve the customer experience each and every day.
Quality: Quality isn’t a catchall phrase. It is an action plan that requires hard work and focus to achieve. Step by step we strive to build quality into everyday processes and products to achieve our collective success.
Winning Takes a Team: Show genuine commitment, be flexible, get involved, be reliable, help and support others, and move our company forward.
Remove Friction: Eliminate roadblocks in the way of smooth operations by promoting and embracing changes geared towards making things easier. Be bold! Don't settle for "That's just the way it is."
Respect: An individual who communicates and conducts themselves in a polite and positive manner, and encourages others around them to do the same; without judgment of peers regardless of rank, position,,, or .
Innovate Every Day: Have the courage to challenge what is perceived as conventional or typical. Be observant of surroundings and outspoken about ideas and changes that will positively impact people.
Compensation Range: $60K
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