Customer Support Coordinator

MathWorks; Natick (MA); Hybrid; USD 42,000 - 56,000; Full time

Job summary

MathWorks is seeking a resourceful individual to join our Customer Support Team to assist MathWorks customers through their journey with us. This role involves supporting a global customer base via email, phone, and chat, resolving license modifications, activation, and account issues, and collaborating across teams.

The position emphasizes a passion for helping customers, process improvement, and strong communication skills. Hybrid work is provided with standard ET hours.

Qualifications

• Bachelor's degree and 1 year of professional work experience (or equivalent) is required.
• 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.

Responsibilities

• Support a global customer base via multiple channels (email, phone, chat) throughout the customer lifecycle.
• Assist customers with license modifications and activation, online account creation, troubleshooting, and other inquiries.
• Work independently and with Customer Support and cross-functional teams to resolve issues.
• Identify and implement process improvements and contribute to conflict resolution and problem-solving.
• Schedule: 9:30am-6:30pm ET.

Skills

Customer service

Communication skills

CRM experience

Multitasking

Problem solving

Spanish (language)

Education

Bachelor's degree

Tools

Salesforce

Job description

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.

Minimum 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