Drive customer success and satisfaction through comprehensive training, proactive support, and effective problem resolution for Software Offerings
Serve as the primary advocate for customer needs by gathering feedback, documenting processes, and translating customer requirements into actionable insights
Act as a business analyst to ensure customer voices directly influence product improvements and development priorities
Conduct comprehensive training sessions with new and existing customers
Provide ongoing proactive customer support, troubleshooting and resolving issues
Monitor customer health metrics and proactively reach out to customers who may need additional support
Create and maintain training aids, user guides, video tutorials, and system documentation
Maintain a knowledge base of common issues and solutions for customers and internal teams
Gather, document, and synthesize customer feedback on product functionality
Communicate product updates, new features, and improvements to customers effectively
Draft functional specifications with detailed descriptions of desired functionality
Participate in user acceptance testing and validation of new features
Attend daily 15-minute stand-up meetings with the development team
Work cross-functionally to improve the overall customer experience

High School Diploma/GED
Exceptional communication and interpersonal skills with ability to explain technical concepts to non-technical users
Strong customer service orientation with empathy and patience
Training experience and demonstrated ability to help others learn new software systems
Excellent problem-solving skills and ability to think critically about customer needs
Detail-oriented with strong organizational and documentation skills
Ability to translate customer feedback into clear, actionable requirements for technical teams
Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint)
Comfortable learning new software tools quickly
Self-starter who can identify priorities, take initiative, and drive work forward independently
Bachelor's degree in Business, Information Technology, Communications, or related field (Preferred)
Previous experience in customer success, customer support, or technical training role (Preferred)
Experience with project management or business analysis (Preferred)
Familiarity with the concrete dispatching/scheduling industry (Preferred)
Bilingual is a plus (Preferred)
Experience working with any programming language or technical documentation (Preferred)
Understanding of software development lifecycle and agile methodologies (Preferred)

Customer Support Coordinator

Key skills