Job Description As CS Coordinator you'll be the first point of contact for HelpDesk support tickets from Customers. This is a varied role with a range of responsibilities and expectations including but not limited to the following: Configuration of IntelligenceBank software products as required which may include but not be limited to IB database/briefs/forms, workflows, alerts, groups, permissions, approvals), some custom webpage development (HTML, CSS, JS), and other automations as required. Assist Customer Success Managers and Key Account Directors with projects, change requests, training, troubleshooting and technical queries specific to customer’s use cases and platform configurations. Liaise with Dev and Product teams on issues to determine solutions for customers or raise Jira tickets to escalate if needed for second level technical support Conduct product training for clients. Be a product expert – effective and fast ramping of product knowledge, and keeping up to date with changes in the platform and new feature releases Maintain customer records in appropriate customer folders and tools, including, but not limited to: Helpdesk ticketing system, Salesforce, Mission Control, Confluence, internal instance of IntelligenceBank Escalate customer issues that cannot be resolved effectively or smoothly to the relevant Customer Success Manager, Key Account Director or CS leadership as appropriate. Contribute to the development of improved processes and documentation
