The Technical Customer Success Coordinator
As a member of our Commercial Markets team, the Technical Customer Success Coordinator is responsible for analyzing data gathered from customer inquiries and sharing these insights with the Commercial Team to improve customer experience.
A day in the life of a Technical Customer Success Coordinator might include…
- Receiving, acknowledging, routing, or responding to all inbound inquiries received via online forms, email, or phone.
- Developing and maintaining product application, and overall market knowledge to serve and support customers.
- Logging all contacts and follow-ups in the CRM system and suggesting ways to improve CRM system efficiencies and functionality. Refining and managing the customer service process, utilizing data analytics and KPIs to measure and monitor performance.
- Researching and proposing ways to improve FAQs, ChatBot, Contact Us Forms, and other customer facing support tools
- Developing and refining a monthly report on key customer service metrics.
- Consulting with the Commercial Team and Product Portfolio Team regarding actions to be taken to address common or frequent inquiries.
- Creating purchase orders for the commercial department and process department expenses when received.
- Other projects and duties, as assigned.
Does this sound like you?
- College Diploma in Marketing, Business, Science, or other relevant program.
- 2 years of experience in Customer Service, Marketing, Sales, or a combination thereof.
- Familiarity with CRM software such as: HubSpot.
- Intermediate experience using Microsoft Office Products such as: Outlook, Word, PowerPoint, Excel, and Teams.
- Ability to communicate effectively in both verbal and written form and act as a representative for the Company.
- Ability to demonstrate active listening and empathy to resolve conflicts and customer concerns.
- Ability to think critically to support effective and “outside the box” solutions.
- Demonstrated resiliency under pressure and able to function effectively, despite setbacks.
- Able to work independently, and as part of a team.
- Ability to demonstrate attention to detail, recall product specifications, and adherence to processes.
- Ability to manage time effectively to ensure deadlines are met and service levels are maintained.
What’s in it for you?
- Ability to work in a Hybrid set-up.
- Paid time off between December 25th and January 1st each year, for all permanent full-time staff.
- 4-day Summer hour schedule from Mid-May to Labour Day each year.
- Comprehensive benefits program for permanent full-time staff, which includes an Employee and Family Assistance Program, upon successful completion of the probationary period.
- A generous tuition reimbursement program in support of continuous learning and development for all permanent full-time staff, with 1 year of service.
- A casual dress code.
- The Best Social Events Ever!!!
Want to join the adventure?
Those interested in being considered for this opportunity are asked to forward their resumes to jobs@virox.com.
Virox Technologies Inc. is committed to providing accommodation for individuals with disabilities. Accommodation will be provided upon request in all parts of the hiring process as required in accordance with the Virox Technologies Inc. Accommodation Policy. Candidates requiring accommodation are asked to make their needs known in advance.
We sincerely thank all applicants who express an interest in this role; however, only those candidates being directly considered will be contacted.