Customer Support Coordinator

Position Title: Customer Support Coordinator (Online)
Department: Customer Service
Reports To: Customer Support Manager
Location: 100% Remote
Employment Type: Full-time, Entry Level

Company Description:
Azurreo is a global leader in the telecommunications industry, providing innovative solutions with a commitment to excellence and customer satisfaction. We are seeking a full-time, entry-level Online Customer Support Coordinator with an IT background to join our remote team.

Job Overview:
In this fully remote, full-time, entry-level position, you will provide technical support to our global customer base, assisting with installation, troubleshooting, and process guidance. We are particularly interested in individuals with an IT background who can deliver exceptional service and support.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat promptly and professionally.
• Provide accurate information about products and services.
• Identify and troubleshoot customer issues, providing solutions, and escalating complex problems when necessary.
• Follow up with customers to ensure their issues have been resolved satisfactorily.
• Document customer interactions in the customer support system.
• Provide technical assistance to customers regarding server configurations and software applications.
• Ensure the successful installation and configuration of new sites on servers.
• Coordinate with logistics and operations teams to ensure the timely delivery of devices.
• Identify areas for improvement in customer support processes and implement improvements.
• Generate reports on customer support metrics and analyze data to identify trends.
• Assist in training new customer support staff and stay updated on product knowledge and customer service best practices.

Qualifications:

• Bachelor’s degree in IT, Business, Communications, or a related field preferred.
• 0-2 years of experience in a customer service or support role.
• Experience with CRM systems and customer support software.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical skills.
• Technical aptitude and ability to understand server configurations and software applications.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). Proficiency in communicating via email.
• English required, French preferred.
• Customer-focused with a positive and professional attitude.
• Detail-oriented and highly organized.
• Ability to work independently and as part of a team.
• Flexibility to work outside standard working hours when required.

• Competitive salary.
• Paid time off and holidays.
• Opportunities for professional development and career advancement.

Azurreo is a service provider specialising in IT and the Telecommunications industry.