Support Services Coordinator
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LogRhythm is looking for a Support Services Coordinator to provide our customers with a professional experience from the moment they contact LogRhythm Support. As the voice of LogRhythm Support, the Concierge must be well-spoken, a strong written and verbal communicator, well-organized, patient, friendly and highly professional. This person will route all incoming support calls and tickets to their proper tier. This is an opportunity to support LogRhythm’s award winning platform and our growing customer base.
Duties and Responsibilities
- Manage all inbound calls for Support Service department
- Create and route all new support tickets, connect customers quickly to support engineers, and ensure that SLAs (Service Level Agreement) are being met.
- Responsible for processing and assigning the customers’ requests accurately and efficiently
- Monitors Service Level Agreement (SLA) adherence and redistributes workload accordingly amongst the Support team
- Responsible for handling customer requests for non-technical assistance
- Notifies customers of the availability of product updates specific to their needs
Skills and Experience
- 2+ years in a Customer Service environment
- Strongly oriented to customer service and has a strong attention to detail
- Excellent communication skills, verbal and written
- Technically minded to understand the product at a general level
- Articulate, good telephone demeanor and positive attitude
- Knowledge of Microsoft Office tools
- Ability to pick up new technology - Parature, inContact, Slack experience preferred
- Highly self-motivated and able to adapt to changing priorities
- BS/BA preferred
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