RF-SMART · 4 hours ago

Support Case Coordinator

Jacksonville, FL

Full-time

Remote

Entry Level

1+ years exp

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Responsibilities

Review support cases daily and work with Support team to ensure timely communication with Customers

Communicate as needed with Business Analysts and Customers to facilitate case resolution. Assist with scheduling of meetings between customers and support team

Assist with data gathering and running of reports that will aid Support management presentations and daily/monthly KPI tracking

Coordinate with Support leadership to reach to customers as needed for mass communication efforts

Upload customer webinars to the Knowledge Base

Support Knowledge Base efforts by looking at case data and compiling list of targeted new topics

Monitor base product release alerts and manage communication with customers waiting on the newly released functionality

Assist with communication and coordination of efforts to schedule updates of customers' software bundles

Identify areas for improvement being innovative to introduce ideas into the process that can impact results

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Microsoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft ProjectNetSuiteERP experienceTriage Level 1 escalationsOpenAirSmartSheetJIRAImplementation processes