Customer Support Coordinator

The MathWorks, Inc.; Natick (MA); Hybrid; USD 45,000 - 65,000; Full time

Job summary

The MathWorks, Inc. in Natick, MA is seeking a customer service professional to support our global customers through email, phone, and chat. You will assist with license modifications, activation, online account setup, and general inquiries, working closely with internal teams.

We value initiative, teamwork, and a customer-first mindset. The role offers a hybrid work model with opportunities for growth within a collaborative environment at MathWorks.

Qualifications

• Bachelor's degree and 1 year of professional work experience (or equivalent) are required.
• Authorized to work in the United States full-time for any employer without restriction; visa sponsorship not provided.

Responsibilities

• This role provides support for our global customer base via email, phone, and chat.
• Assist customers with license modifications, activation, online account creation, and troubleshooting.
• Work with Customer Support and cross-functionally within the organization to resolve issues.
• Participate in process improvements, conflict resolution, and problem-solving for customers and the team.
• Hours for this position are 9:30am-6:30pm ET.

Skills

Customer service

Communication skills

Problem-solving

Education

Bachelor's degree

Tools

Salesforce

CRM

Windows

Job description

Job Summary

MathWorks has a hybrid work model that enables staff members to split their time between office and home. The hybrid model provides the advantage of having both in-person time with colleagues and flexible at-home life optimizations. Learn More: https://www.mathworks.com/company/jobs/resources/applying-and-interviewing.html#onboarding.

MathWorks is seeking a resourceful individual to join our Customer Support Team to assist MathWorks customers through their journey with us. Customer Service acts as a champion for our customers, and applicants should have a passion for helping others.

MathWorks nurtures growth, appreciates inclusivity, encourages initiative, values teamwork, shares success, and rewards excellence.

Responsibilities

• This role provides support for our global customer base via multiple channels, including email, phone, and chat, throughout the customer lifecycle.
• You will be assisting internal and external customers on a wide range of topics including license modifications and activation, assisting with online account creation and troubleshooting, and other customer inquiries.
• You will have direct supervision but should also be able to work independently. As a Customer Service team member, you will work closely with your co-workers within Customer Support and throughout the organization.
• You will be involved in decision-making, conflict resolution, and problem-solving on customer and team-related issues. This could include improving processes, communicating customer issues and identifying ways to reduce or eliminate them.
• The hours for this position will be 9:30am-6:30pm ET.

Qualifications

• A bachelor's degree and 1 year of professional work experience (or equivalent experience) is required.
• Candidates for this position must be authorized to work in the United States on a full-time basis for any employer without restriction.
• Visa sponsorship will not be provided for this position.

Additional Qualifications

• Ability to identify and implement process improvements
• 0-3 years of Customer Service experience, with a focus on helping customers via phone and email
• Experience in using CRM applications (preferably Salesforce)
• Experience working in a Windows environment
• Ability to multi-task and work within multiple applications is a plus
• Experience working in a multi-national corporation is a plus
• Strong written and oral communication skills
• Demonstrated ability to problem-solve
• Fluency in Spanish or another foreign language is a plus