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Client Support Coordinator

2 months ago

Alpharetta Georgia, United States Sopra Banking Software Full time
Job Overview

What will your role entail?


At Sopra Banking Software, our clients are central to our vision of success. The way we engage with and support their experiences is a vital component of our achievements as an organization. Our Customer Support team is focused on B2B interactions, dedicated to ensuring that every client receives the highest quality of service.

The Client Support Coordinator will act as a vital link between our clients' needs and our service delivery, striving to not only meet but also surpass their expectations.

In this role, you will become an authority on the functionality and application of our specific products, guiding clients through intricate inquiries or challenges.

Your responsibilities will include addressing complaints and issues related to our offerings, significantly contributing to the enhancement of customer satisfaction by resolving these concerns, making informed recommendations, and providing detailed information about our products and services. You will also frequently offer essential technical support.

As a Client Support Coordinator, you will guide users through the features and functionalities of our products.

To excel in this position, you should possess outstanding communication skills and the ability to build trust with our clients. Familiarity with help desk software is also advantageous. This is a hybrid role.


Key Responsibilities

  • Provide comprehensive support to end users and dealers across our dashboard and mobile application.
  • Manage inbound and outbound communications to ensure client satisfaction by resolving issues effectively.
  • Document calls and the processes for resolutions.
  • Escalate unresolved issues to the appropriate customer support team member.
  • Suggest enhancements to automation and explore opportunities to minimize inquiries via email and phone.
  • Conduct dealer training or re-training as necessary.
  • Investigate and troubleshoot technical issues for clients, including but not limited to:
    • Performing hard resets, such as powering devices on and off.
    • Managing application access and closures.
    • Executing backend password resets.