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    Post Sales Coordinator - San Pedro, Costa Rica - Tek Experts

    Tek Experts
    Tek Experts San Pedro, Costa Rica

    hace 6 días

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    Descripción
    Overview

    We're searching for a multilingual Post Sales Coordinator to serve as entry point for Microsoft customers seeking support. You will provide case management services based on our internal procedures and quality metrics, overseeing end-to-end management of all assigned service requests. This role is responsible for handling, classifying, tracking, and advocating for client service requests sent by email or submitted via internal case management tool.

    Driving exceptional outcomes with purpose-built solutions.

    Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We're problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and grow your IT career with us.

    Responsibilities

    The Sales Support & Customer Care (SSCC) team is a unified group that supports Micro Focus sales operations, entitlements, post-sales and Customer Success . As a member of the SSCC team, your typical day will be a balance between individual reporting efforts and collaboration with your teammates to share best practices and understand each other's goals. Daily workflows often begin with reviewing priorities and assignments and include communicating with case stakeholders, investigating requests, and internally collaborating with sales or internal support teams.

    This role will:

  • Accept, prioritize, analyze, and close all assigned client requests, exceeding quality and timeline expectations.
  • Communicate with clients via phone, email, and/or chat to collect information relevant to case advocacy.
  • Ensure detailed update tracking for incidents, including all communication, by documenting all troubleshooting and resolution steps.
  • Follow ticket management best practices, including prompt assignment, management, and updating, to meet or exceed required service level.
  • Collaborate with other team members to provide high quality support, reliable information, and quick resolution of client requests, adhering to all internal and client policies and procedures.
  • Prepare data and reports as requested.
  • Serve as a back-up for colleagues as needed, ensuring progress on cases.
  • Monitor queue as requested and ensure service level agreements are met.
    • Qualifications

    Sales Support & Customer Care is a good fit for you if:

  • You're customer-obsessed, take the initiative, and exceed expectations.
  • You have a passion for IT solutions & service.
  • You're proficient in both written and spoken English (being bilingual is preferred).
  • You have excellent communication and negotiation skills.
  • You're self-motivated and accountable for meeting your obligations.
  • You're good at maintaining positive working relationships.
  • You have experience in multicultural environments.

    • In this role:

  • 1 -2 years of experience in customer service or support preferred, with demonstrated understanding of customer service environment and solutions.
  • Proficiency in both written and spoken English required.
  • Higher-level education preferred.
  • Proficiency in MS Office required.
  • Familiarity with IT and/or customer support hardware/ software/ operating systems/ cloud computing required.
  • Customer obsession, initiative, and drive to exceed expectations required.
  • Creativity, adaptability, and strong problem-solving skills required.
  • Ability to work independently but know when to collaborate required.
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