What are the responsibilities and job description for the Post Sales Coordinator position at Tek Experts?
Overview :
Were 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. Were 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.
Tek Experts is part of TeKnowledge where innovation meets purpose. Were transforming the tech landscape globally, delivering advanced technology services, cybersecurity expertise, and unmatched technical skilling, tailored to the unique landscapes of public and private sectors.
Tek Experts is part of TeKnowledge where innovation meets purpose. Were transforming the tech landscape globally, delivering advanced technology services, cybersecurity expertise, and unmatched technical skilling, tailored to the unique landscapes of public and private sectors.
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 others 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 :
In this role :