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Support Project Coordinator

3 months ago

Bloomington, United States AUGUST ASH Full time

Company Overview

August Ash exists to help companies grow. We solve complex business problems by designing, developing, and supporting digital marketing strategies and websites. Our ability to drive digital transformation would not be possible without our core values: Care, Grow, Grit, Good-Nature, and Clarity. When working with August Ash, we guarantee honest answers to tough questions

Position Overview

August Ash is looking for a project coordinator to join our team. The right person is driven, dedicated, and a life-long learner. You must be willing to collaborate, able to think quickly on your feet, and confidently drive projects forward while seamlessly partnering with clients along the way. In this role, you'll play a pivotal part in ensuring that tickets submitted by our clients are promptly assigned and addressed. If you pride yourself on efficient problem-solving, organization, and being the linchpin that holds teams together, this might be the role for you.

Responsibilities

  • Act as the first point of contact for client ticket submissions, ensuring swift acknowledgment and assignment.
  • Prioritize, categorize, and assign tickets to the appropriate department or individual based on urgency and specialty.
  • Collaborate closely with the client services team, ensuring efficient workflow and resolution timelines.
  • Maintain a detailed record of all tickets, including their current status, resolution time, and any relevant notes.
  • Regularly update clients on the status of their tickets, ensuring they feel heard and valued.
  • Recognize patterns in ticket submissions to proactively address recurring issues or suggest improvements to the team.
  • Work alongside both the Production Project Manager and Digital Marketing Project Coordinator to ensure that support tickets align with ongoing projects.
  • Provide consistent support to other members of the Project Management department, assisting with overflow tasks, offering insights from the support perspective, and aiding in the general scalability of the department.
  • Refine and uphold all internal support ticketing systems.
  • Create weekly and monthly reports on ticket volumes, resolution times, and client feedback.
  • Stay updated on our service offerings to accurately address and assign client queries.
  • Organize and facilitate meetings, as necessary, to address larger or more complex client issues.
  • Provide support and challenge to the team when deadlines, budgets, or scope are in question.
  • Collaborate with multiple departments within the organization
  • Be comfortable asking tough questions.
  • Be an advocate for the user and your clients.
  • Be an ambassador for August Ash.

Requirements

  • 1 year of experience in digital project management within an interactive agency or IT support ticket system management.
  • Experience with project management software in a digital environment.
  • Excellent interpersonal skills with the ability to work well with clients and teams alike.
  • Strong problem-solving abilities, especially in high-pressure situations.
  • High degree of organization, attention to detail, and multitasking ability.
  • Proactive mindset with the drive to continuously improve processes.
  • A genuine interest in ensuring client satisfaction and understanding their needs.
  • Proficiency in web-based specialty software tools (e.g. MS Office, Google Docs, Basecamp, Zoom, ZenDesk, Asana, and more).
  • Excellent verbal and written communication skills.

This position is a full-time position with benefits including health, dental, STD, LTD, Life, 401k, and paid vacation.

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.