Support Coordinator

Job DescriptionPay: USD $1,400 / monthHours: Monday-Friday 9 am to 5 pm ESTContract: Full-time RemoteNon-negotiable Requirement: Advanced EnglishReady to Apply?We value thoughtful applications over quick submissions. Please send a short introduction video to Include any relevant experience or examples of your work that demonstrate your skills.Alternatively, you will receive an automated email to prepare a one-way video interview as the first step of the hiring process.KEY RESPONSIBILITIESResponsible for customer KPI's and ensuring we are meeting our response promisesResolution of all tickets that flow through our Help Desk for all departmentsResponsible for live chat, email and phone supportEnforcing SLA times with all departmentsManagement of our Help Desk and Knowledge BaseAssisting with the development of our CRM by working with the Product Owner teamCollecting enhancement requirements from our franchisees and working with the Product Owner team for implementationResponsible for documentation of IT releases and training through webinars and video tutorialsCollaborating with the Field Support Team to execute pre- and post-call responsibilities for the weekly Global Team CallCreate reports as a result of data supplied on a weekly basisResponsible for leading and coordinating the weekly Company HuddlesOther administrative/support/ assistance as requiredEXPERIENCE AND SKILLS1-2 years experience with Help Desk supportSuperior communication skills written and oralStrong working knowledge of Microsoft Office applications (Word, Outlook, PowerPoint, Excel)Very good organizational and priority-setting skillsExceptional collaboration and teamwork skillsPassionately focused on driving projects & customer successOpen-minded, teachable, dedicated to excellence, driven, creative and organizedAble to multi-task and work on various projects and meet strict deadlinesMust have a positive "can-do\" attitudeMust be able to thrive in a fast-paced environment