Customer Support

Manager, Customer Support

Summary:  The Support Coach Manager is responsible for managing the day-to-day activity of the support center. The manager is responsible for overall productivity, recruiting, and customer satisfaction. As needed the Support Coach Manager will take calls if call volume is high.

Essential Duties and Responsibilities:

• Ensure call queue wait times are met
• Manage processes and suggest/implement new processes to improve efficiency
• Reporting on support team metrics (call times, average wait time, average call time, etc)
• Oversee ticket queues
• Take client call escalations
• Mentor support coaches

The ideal candidate will possess the following skills:

• Possess a polished, professional attitude under all conditions
• Self-motivated, independent, and able to resolve issues with minimal assistance
• Able to promptly and professionally respond to team member concerns and issue
• Able to promptly and professionally respond to client escalations
• Experience with hardware and software issues
• Clear communication skills, both written and verbal
• Evaluated to the following criteria:
• Overall client satisfaction
• Call and ticket queue metrics
• Meeting call and ticket queue SLAs
• Overall team productivity

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Assistant Manager, Customer Support

Summary: The Assistant Support Coach Manager is responsible for aiding the Support Coach Manager in managing the day-to-day activity of the support center. The assistant manager is responsible for implementing processes outlined by the Manager or Department head, mentoring support coaches, taking call escalations, and answer calls in the queues as needed.

Essential Duties and Responsibilities:

• Ensure processes and implemented are followed
• Assist in overseeing ticket queues
• Take client call escalations
• Mentor support coaches
• Step in for the Support Coach Manager as needed

The ideal candidate will possess the following skills:

• Possess a polished, professional attitude under all conditions
• Able to work independently and efficiently in order to meet organization goals
• Self-motivated, detail oriented team player who can work professionally within a diverse team
• Able to promptly and professionally respond to support related email and phone calls
• Experience with hardware and software issues
• Clear communication skills, both written and verbal

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Customer Support Coach

Summary: The Customer Support Coach provides assistance and training to clients by performing the following duties.
Essential Duties and Responsibilities:

• Provide client support and technical issue resolution via ticketing system, phone, or other electronic medium
• Be able to troubleshoot issues using resources available, including hardware, software, and personnel
• Gather client information from multiple sources, distill information in order to provide appropriate level of support to client
• Be able to assist clients in best SEO practices in order to assist them in getting traffic to their site
• Understand, navigate, and utilize support ticketing systems
• Understand, navigate, and utilize operate billing systems
• Understand, navigate, and utilize custom built applications used to configure client sites

The ideal candidate will possess the following skills:

• Able to work independently and efficiently in order to meet organization goals
• Self –motivated, detail oriented team player who can work professionally within a diverse team
• Able to promptly and professionally respond to support related email and phone calls
• Experience with hardware and software issues
• Clear communication skills, both written and verbal

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Senior Customer Support Coach

Summary: The Senior Customer Support Coach provides assistance and training to clients by performing the following duties.
Essential Duties and Responsibilities:
In addition to performing all duties associated with the Customer Support Coach role a Senior CSC will:

• Provide mentoring to Customer Support Coaches
• Be able to troubleshoot more complex issues as they arise and provide solutions
• Provide input on opportunities to improve processes and overall efficiency of the team
• Be able to assume minor management responsibilities as necessary and when requested

The ideal candidate will possess the following skills:

• Able to work independently and efficiently in order to meet organization goals
• Self –motivated, detail oriented team player who can work professionally within a diverse team
• Able to establish oneself as the go-to person on the team while being a team oriented player
• Able to promptly and professionally respond to support related email and phone calls
• Experience with hardware and software issues
• Clear communication skills, both written and verbal

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Production Specialist

Summary: The Production Specialist responsible for all tasks related to getting a client site live after the contract is processed. This includes banner creation and editing, initial form uploads, and domain transfer assistance.
Essential Duties and Responsibilities:

• Site Go-Live
• Banner Creation
• Initial form scanning and uploading
• Create semi-custom logos
• Domain Services
• Be able to handle different domain related requests including:
• DNS issues
• Domain transfer issues/requests
• New domain requests
• Be able to expedite the process of acquiring, setting up, and or transferring a client’s domain to our system
• Manage the client through the entire domain set up process ensuring we have the information needed in order to process all domain requests efficiently
• Provide input and suggestions on how to improve the processes involved in taking a client’s site from initial creation to go-live
• Manage new client and semi-custom ticket queue s to ensure new client site issues are handled promptly and professionally
• Once site is ready to go live contact client to congratulate, offer assistance, and answer any questions the client may have

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