Support Services Coordinator

We are looking for:

A Support Services Coordinator to join our Colorado team. As a member of our team, you will provide our customers with a professional experience from the moment they contact LogRhythm Support. As the voice of LogRhythm Support, you must be well-spoken, have strong written and verbal communication skills, be well-organized, technical, or have the desire to become technical, patient, friendly, self-motivated, and highly professional. You will route all incoming support calls and tickets to their proper tier. This role can serve as a great springboard into the Technical Support Engineer role.

Here is an overview of the responsibilities & challenges:

• Manage a high volume of inbound calls for the Support Service department
• Create and route all new support tickets, connect customers quickly to support engineers, and ensure that SLAs (Service Level Agreements) are being met.
• Process customer escalation requests promptly
• Provide ways to help customers discover and use self-help content
• Answer customer questions and provide documentation regarding the product
• Facilitate customer requests for non-technical assistance.
• Work cross-departmentally to ensure customer satisfaction.
• Interact and engage with leaders at all levels to resolve customer issues.
• Manage other duties as assigned.

Required Skills:

• 2+ years in a Customer Service environment. Call Center experience preferred.
• Strongly oriented to customer service practices and principles
• Must possess excellent communication and interpersonal skills and enthusiasm for helping consumers and driving satisfaction.
• Excellent customer management and resolving customer challenges.
• Articulate, good telephone demeanor, and positive attitude.
• Excellent written and verbal communication skills.
• Technically minded
• Knowledge of Microsoft Office tools
• Ability to learn and use new technology.
• Highly self-motivated, organized, and able to adapt to changing priorities in a fast-paced environment.
• Resourceful and creative

Benefits:

LogRhythm offers the following benefits for this position, subject to applicable eligibility requirements:

Salary:

The annual starting salary for this position is between $50-$55K Annually depending on the experience level and other qualifications of the successful candidate.

Bring your Whole Self to Work!

Diversity, equity, and inclusion are at the core of who we are. At LogRhythm, we know that diverse perspectives spark innovation, improve creativity, and position our team for success. Creating a culture where all are welcomed, valued, and empowered to achieve their full potential is important to who we are today and in the future. We hire the best of the best and do not discriminate based on race, gender, age, religion, sexual orientation, identity, or other personal factors.

About us: 

• Gartner Leader in Security
• TB company
• Award-winning NexGen SIEM Platform