Customer Care/Support Administrator

Responsibilities

Provide friendly, efficient, and effective customer service and support to our Client Success department
Act as liaison and uploader when program experts send new training material, and create backup training when new ones are added
Zoom Session Replay Management: upload to Box along with link appropriate resources, upload to the replay document along with link-appropriate resources and summary, and upload the Zoom session replays and summaries within 24 hours
Support Inbox Management: handle basic customer support requests for SBS program members, escalate appropriate messages to the relevant Leadership Team member, provide technical access support and troubleshooting
Phone Support for Clients and Prospects: help troubleshoot basic technical issues with clients over the phone, provide high-level program information to prospects and direct them to our resources, provide program content guidance, and strengthen the client experience by providing real-time answers to questions via phone
Program Pause and Un-Pause Process Tracking and Management (Convertkit)
Kajabi Comment Delegation and Process Management
Miscellaneous Client Success Department Support (as needed)

Native English speaker
Minimum of 2 years experience as an administrator
Attention to detail, strong critical thinking, and problem-solving skills
Proficiency with Google Suite
Knowledge of continuous process improvement concepts and practices
Excellent time management skills and organizational skills
Ability to work independently and take initiative when solving problems without constant supervision or coworkers stepping in
Ability to communicate professionally with clients, previous clients, prospects, fellow team members, and subject matter/program experts
The quality of phone/email communication and support we provide our customers reflects directly on the company brand. As a Customer Care/Support Administrator, you are the front-line contact for support emails and will be responsible for ensuring that we maintain a reputation for friendly and prompt customer service.