Technical Support Coordinator

Company Overview:
PoliteMail Software was launched in 2006 to measure Microsoft Outlook & Exchange mail messages.  Focusing in on enterprise employee communications in 2012, the company has seen rapid growth, making the Inc.5000 list in 2018 and 2019, having 27% of the largest US employers as customers. PoliteMail made the Deloitte Fast 500 list in 2019 and is Great Place to Work-Certified.
The company has an aggressive road map of new features, customer requests, and new product releases.

Work Location: AZ, MT, ME, MA, FL, or NH
Schedule: Monday - Friday 9:00AM - 6:00PM EST

Job Summary:
We are seeking a highly motivated and customer-focused individual to join our team as a Technical Support Coordinator for our Software-as-a-Service (SaaS) platform. In this role, you will be the primary point of contact for our customers, providing exceptional support and assistance to ensure a positive experience with our SaaS products. You will handle inquiries, troubleshoot issues, and strive to exceed customer expectations through effective communication and problem-solving skills. 

Responsibilities:

• Serve as the first point of contact for customers seeking assistance with our SaaS products via email, phone and screenshare. 
• Respond promptly and professionally to customer inquiries, troubleshooting technical issues, and providing guidance on product features and functionalities. 
• Diagnose and resolve customer problems efficiently, escalating issues as necessary to ensure timely resolution and customer satisfaction. 
• Maintain a thorough understanding of our SaaS products and stay updated on new features, updates, and best practices to effectively assist customers. 
• Document customer interactions, including inquiries, issues, and resolutions, accurately in our CRM system. 
• Collaborate with cross-functional teams including product development, sales, and marketing to address customer needs and feedback. 
• Identify opportunities to improve customer support processes and contribute to the development of support resources such as knowledge base articles and FAQs. 
• Strive to achieve and maintain high levels of customer satisfaction and retention by delivering exceptional service and building strong relationships with customers. 
• Other duties as assigned.

• Bachelor's degree or equivalent experience in related field.
• Proven experience in customer service or support roles, preferably in a SaaS or technology-related industry.
• Customer-centric mindset with a dedication to delivering outstanding service and support.
• Excellent communication skills, both verbal and written, with the ability to convey technical information in a clear and understandable manner. 
• Strong problem-solving skills and the ability to troubleshoot technical issues independently. 
• Empathy and patience when dealing with customers, with a genuine desire to help and resolve their problems. 
• Ability to work effectively in a fast-paced environment and handle multiple tasks simultaneously. 
• Proficiency in using CRM software and other support tools is preferred. 
• Proficiency in Microsoft applications and tools.  

The Technical Support Coordinator position offers an exciting opportunity to be part of a dynamic team and make a meaningful impact on our customers' experience with our SaaS products. If you are passionate about providing exceptional customer service and thrive in a collaborative environment, we encourage you to apply. 
 
 

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