Customer Support Coordinator

Employer
TRACE International, Inc.
Location
Annapolis, MD
Posted
May 22, 2019
Closes
May 24, 2019
Ref
106405027
Industry
Other
Hours
Full Time
TRACE is seeking a detailed-oriented and proactive individual to respond to inquiries and requests of a technical nature from customers regarding our Third Party Management System (TPMS). The ideal candidate will be able to analyze and troubleshoot issues, help customers set up TPMS accounts and place orders and handle problem resolution which may require follow-up and coordination across departments. Responsibilities: Monitor TPMS inbox and respond to customer inquiries and requests Provide live chat support to assist with customer inquiries and requests Work with new customers to set up TPMS accounts providing an explanation of the procedures and following up as needed Ensure data privacy compliance procedures are met when onboarding new customers Add/Deactivate/Update TPMS Customer accounts Conduct TPMS demos via WebEX or GoToMeeting, and provide new users with an explanation of TPMS features, including procedures for activating Premium and Sort access Assist Customers with placing due diligence orders in the TPMS Update TPMS user information in the Account of the company in both HubSpot and the TPMS Identify, diagnose and resolve routine and non-routine TPMS customer issues Provide technical assistance and support for incoming requests and problems related to TPMS Assist business development team with lead generation and campaigns Coordinate regular product trainings with relevant stakeholders Qualifications: Bachelor's degree Two years' experience in customer facing environment Strong technical skills Excellent communication skills Ability to multitask Excellent analytical skills, preferably in Excel and Google Analytics Strong attention to detail and organizational skills Ability to interact professionally with a diverse group of customers, team members and managers Interest in international business a plus Fluency in other languages (Spanish, Portuguese, French) a plus Qualified candidates should send a resume and cover letter to: careers@traceinternational.org for consideration.

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