Customer Support Coordinator  

Job Qualifications:

• Previous experience in customer support or client-facing roles, preferably in the healthcare or technology sectors.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical clients.
• Proficiency in project management tools (e.g., Asana) and familiarity with documentation processes.
• Detail-oriented with excellent organizational skills, capable of managing multiple priorities effectively.
• Ability to work independently and as part of a team in a fast-paced environment.
• Basic understanding of technical troubleshooting is a plus.

We are seeking a dedicated and detail-oriented Client Support Coordinator to join our team. This role is essential in ensuring our clients receive timely and effective support. The Client Support Coordinator will handle client communications, document all interactions, and collaborate with internal teams to resolve issues and fulfill requests. The ideal candidate will possess strong analytical skills, the ability to work effectively under pressure, and a disciplined approach to following processes to ensure thorough documentation and consistent scope of work and service level agreement delivery to all our clients.

Job Responsibilities:

• Serve as the primary point of contact for client support inquiries via all applicable communication channels, ensuring prompt and professional communication.
• Assess client requests and concerns to determine if they fall within the scope of HealthBlocks360.
• Create and manage support tickets for requests, ensuring they are assigned to back-end team members for resolution.
• Gather detailed and all pertinent information from clients regarding system and other post sales related concerns, creating tickets in our support tool/s for back-end teams’ assessment.
• Maintain clear and detailed communication logs of all client interactions, including requests, concerns, and resolutions.
• Update clients on the status of their requests and concerns, ensuring they are informed throughout the resolution process, and gather documented feedback from clients on whether the issue was addressed, any further inputs or insights regarding raised concerns, and if there are any additional concerns they need to raise.
• Send CSAT questionnaires regularly to all identified clients or users, document and analyze the feedback, identify actionable items, and implement necessary improvements within scope of work based on the insights gathered.
• Relay all necessary communications regarding system updates, downtime, and other important notifications related to clients' HealthBlocks360 subscriptions.
• Transfer any requests or concerns that are beyond the scope of HealthBlocks360 to the appropriate department for further assessment.
• Report to the Customer Success Manager on all updates regarding communication with clients on a regular basis.