Client Solutions & Support Coordinator- Full Time (Remote)

CDP Community; Boston (MA); A distancia; USD 52.000 - 76.000; Jornada completa

Descripción de la vacante

CDP Community is seeking a Client Solutions & Support Coordinator for a full-time remote role. You will review client requests, diagnose issues across platforms, escalate when needed, and provide effective recommendations to drive prompt resolutions.

You will collaborate with clients and internal teams to ensure exceptional service, maintain SLA adherence, and contribute to a growing knowledge base and process improvements.

Formación

• Excellent customer service and support skills.
• Clear, professional communication with clients and internal partners.
• Flexible and adaptable to changing priorities.
• Ability to independently and collaboratively tackle issues.
• Strong technical troubleshooting skills to explain and resolve issues.
• Highly developed interpersonal skills and professional demeanor.
• Experience in fast-paced environments with cross-functional teams.

Responsabilidades

• Build and maintain positive client experience through the entire support ticket lifecycle: review requests, determine across multiple technical platforms issues, provide recommendations and solutions for resolution.
• Promote client success by cultivating collaborative relationships, managing client expectations, and ensuring adherence to SLAs for support tickets.
• Actively participate in weekly ticket prioritization and review meetings to ensure efficient ticket management and resolution.
• Contribute to the company-wide knowledge base by documenting common support issues and resolutions for quicker future ticket handling
• Research existing material and combine resources into cohesive and accessible documentation for both clients and internal teams
• Participate in internal stakeholder meetings and external client meetings to clarify and resolve client requests
• Ensure timely escalation of potential issues and proactively suggest and implement process improvements to enhance service efficiency
• Perform other duties and responsibilities as assigned by the Manager and/or Director

Conocimientos

Customer service

Communication

Adaptability

Problem solving

Interpersonal skills

Written communication

Team collaboration

Educación

Bachelor’s Degree or equivalent

Descripción del empleo

Client Solutions & Support Coordinator – Full Time Remote

Position Overview

Client Solutions & Support Coordinators help to ensure exceptional client experiences throughout the support ticket lifecycle. Individuals in this role are responsible for reviewing client requests, accurately determining issues across a variety of platforms including RevolutionCRM, escalating when needed, and providing effective recommendations and solutions to facilitate prompt and thorough resolution. Coordinators work collaboratively with clients and internal teams, promoting client success and ensuring the highest standards of service.

Key Responsibilities:

• Build and maintain positive client experience through the entire support ticket lifecycle: review requests, determine across multiple technical platforms issues, provide recommendations and solutions for resolution.
• Promote client success by cultivating collaborative relationships, managing client expectations, and ensuring adherence to Service Level Agreements (SLAs) for support tickets.
• Actively participate in weekly ticket prioritization and review meetings to ensure efficient ticket management and resolution.
• Contribute to the company-wide knowledge base by documenting common support issues and resolutions for quicker future ticket handling
• Research existing material and combine resources into cohesive and accessible documentation for both clients and internal teams
• Participate in internal stakeholder meetings and external client meetings to clarify and resolve client requests
• Ensure timely escalation of potential issues and proactively suggest and implement process improvements to enhance service efficiency
• Perform other duties and responsibilities as assigned by the Manager and/or Director

Qualifications

• Excellent customer service and support skills
• Ability to communicate clearly and professionally with clients and internal partners, even under pressure or in quickly evolving situations
• Flexible and adaptable to changing priorities and projects
• Ability to independently and collaboratively tackle general issues, identify effective solutions, and provide feedback on business requirements
• Strong technical troubleshooting skills with the ability to explain and resolve issues for clients
• Highly developed interpersonal skills; friendly, upbeat attitude and professional demeanor
• Excellent verbal and written communication skills to effectively translate technical concepts to non-technical audiences
• Proven success in dynamic, fast-paced environments, managing multiple tasks and collaborating with cross-functional teams

Educational Requirements

Bachelor’s Degree or equivalent work experience preferred. Recent grads are encouraged to apply.

Commitment to Inclusion

We strongly encourage individuals from historically marginalized and underrepresented groups to apply, even if you don’t meet every qualification. We value diverse perspectives, lived experiences, and commitment to public service.All CDP people have unique talents and experiences that create our company culture where we can all thrive and bring our whole selves to work each day. Successful candidates will identify easily with a set of character attributes, as listed below:

• DEI mindset: You embrace and demonstrate a diversity and inclusion mindset and role model these behaviors for the organization.
• A Communicator: You possess strong communication skills and have great customer service skills; you like people and want to help.
• A Critical Thinker: You regularly look for ways to find efficiencies, innovate, and make improvements where you can.
• Process Oriented: You’re able to understand, work in, create, and improve processes.
• A Collaborator: You’re a team player willing to help where needed; a relationship builder whose can-do attitude inspires others; you actively share your job knowledge with team members.
• Someone Who Seeks to Learn: You are eager to listen, study, and learn new things quickly; you are resourceful and are open to regularly accepting and growing from feedback.
• Enterprising: You have proven success working in a fast-paced and changing environment; you have a strong work ethic and are excited to add value to the organization and its mission.

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CDP is proud to be an equal opportunity workplace and employer.

We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, national origin, nationality, immigration status, citizenship, religion or religious creed (or belief, where acceptable), sex/gender, sexual orientation, gender identity and gender expression, pregnancy, marital status, age, citizenship, marital status, handicap or disability, genetic information or characteristics (or those of a family member), Veteran or military status, political belief, or socio-economic status. CDP does not discriminate against individuals on the basis of those characteristics or any other characteristic protected by law.

CDP provides reasonable accommodations for applicants with a disability in completing job application procedures.

Please notify CDP Human Resources in advance so necessary arrangements can be made. If you need assistance or accommodation due to a disability, you may contact us [e-mail].