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Client Support Coordinator

1 month ago

Portland, United States Systems Engineering Full time
At Systems Engineering, our mission is to enable the exceptional with our clients, employees, and the community.

As a result, we continue to invest heavily in being the premier technology employer in Northern New England. We are 100% employee-owned which gives us the unique opportunity to combine shared equity with empowerment to create an incredible career development opportunity.

We are seeking a full-time Client Support Coordinator to join our Client Support Team. As the first point of contact for our clients, our Client Support Coordinators play a critical role in delivering exceptional client service through facilitating the problem triage, management, and resolution process through email & phone support. In this dynamic role, you will be responsible for managing and enhancing the overall client support experience. As a key liaison between our clients and internal teams, you will play a crucial role in ensuring client satisfaction, resolving issues, and facilitating effective communication.

Every day, you will have the opportunity to build relationships with businesses, working collaboratively with clients from various industries across northern New England. You will be exposed to a wide variety of technology solutions and be surrounded by continuous learning opportunities in the information technology sector. This is an ideal role for someone who wants to build a career in information technology and has an eagerness to learn and grow with a great company.

We're looking for a client-focused, detail oriented, and highly motivated team player who enjoys problem solving, cross-team collaboration, and has demonstrated experience delivering exceptional client service.

Responsibilities:
  • Client Communication: Serve as the primary point of contact for client inquiries, concerns, and requests, communicate with clients by phone & email, to provide timely and accurate information, and ensure a positive client experience by addressing inquiries promptly and professionally.
  • Issue Resolution: Identify and troubleshoot client issues, collaborating with internal teams to find effective solutions, track and manage the resolution process, keeping clients informed of progress and outcomes, and proactively address potential problems to prevent escalation and ensure client satisfaction.
  • Relationship Management: Build and maintain strong relationships with clients to understand their needs and preferences, occasionally gathering feedback from clients to identify areas for improvement and share insights with relevant teams.
  • Internal Collaboration & Support: Work collaboratively with internal teams (Sales, Engineering, Operations) to handle service requests and facilitate problem resolution for clients, facilitate daily team huddles to ensure scheduled resources are deployed efficiently, and coordinate required technical resources to respond to a variety of routine and/or complex IT issues using organization-wide Client Relationship Management (CRM) platform.
  • Process Improvement: Identify opportunities to streamline and enhance client support processes & collaborate with cross-functional teams to implement improvements and ensure optimal service delivery.
Requirements
  • Proven experience in client support, customer service, or a related role.
  • Excellent communication and interpersonal skills, possess the ability to handle a variety of client situations with enthusiasm, empathy, and integrity.
  • Experience providing phone support highly preferred.
  • Strong problem-solving abilities and a proactive approach to addressing challenges.
  • Ability to multitask and prioritize in a fast-paced environment.
  • Commitment to delivering exceptional client experiences, possesses a positive and cooperative attitude with internal teammates and external clients.
  • Familiarity with CRM systems and support ticketing platforms preferred but not required.
  • Computer proficiency - familiarity with Microsoft Office toolsets (Outlook, Word, & Excel) strongly preferred.
  • This is a hybrid role with a required onsite presence at our offices at least 2 days a week, standard work hours are Monday-Friday, 8am-5pm.
Our Culture & Benefits:

Systems Engineering has three office locations: Our Portland, Maine office is located in the heart of the Old Port in downtown Portland positioned centrally to the waterfront, trails, parks, and restaurants. Our New Hampshire Office is located in the Brady Sullivan Tower just steps from downtown Manchester. Our Pineland Farms Office is located at Durham Hall on the Pineland Farms Campus, New Gloucester, Maine.

Being 100% employee-owned , the employee-owners of Systems Engineering are its most valuable resources who have collectively made Systems Engineering a Best Places to Work Company in Maine for a decade. We pride ourselves on delivering great outcomes for our Culture, Clients, and our Community by cultivating a culture focused on continuous learning, community impact, and Employee-Ownership.

In addition to a competitive salary, our benefits include:
  • Employee Ownership (Employee Stock Ownership Plan) - As an employee-owner, you directly contribute to the strategic direction, growth, workplace culture, and future of the company.
  • Employer 401k matching contributions.
  • Profit-Sharing.
  • Competitive medical, dental, life, and short & long-term disability insurance.
  • Paid Time Off starting with 17 days PTO, nine paid holidays, and two weeks paid parental leave.
  • Community Engagement benefits including (8) hours of paid community volunteer time & employer-charitable match.
  • Engaging wellness programs including onsite health coaching & onsite fitness facilities.
  • Career mobility and professional development, with employer-supported training, learning, and certification opportunities.
  • Dynamic, fun, and active community culture.
  • Business casual work attire.
  • Hybrid Workplace, which fosters collaboration, mentorship, and training & development opportunities across our organization.
  • Employer-provided parking at our office locations.
Due to the nature of our business and the requirements of ITAR regulations, this role may require access to controlled information and technology. Candidates must be U.S. citizens or lawful permanent residents and be willing to undergo a thorough background check as part of the employment process. Systems Engineering values diversity and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by law.