Customer Support Coordinator

MathWorks staff enjoy a hybrid work-from-home model featuring both home-office flexibility as well as in-office meeting days for optimized collaboration.

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.

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 11am-8pm ET.

Minimum Qualifications

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

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.