Customer Support Coordinator - SaaS

Key Activities:Be the first point of contact for HelpDesk support tickets from Customers.Investigate and respond to customer support tickets and other tasks as assigned via email, phone and online meetings in accordance with SLA’s and any established deadlinesConfiguration of IntelligenceBank software products as required which may include but not be limited to custom webpage development (HTML, CSS, JS), IB database/briefs/forms, workflows, alerts, groups, permissions), Zapier integrations & automationsLiaise with QA, Dev and Product teams on issues to determine solutions for customers or raise Jira tickets to escalate if needed for second level technical supportAssist Customer Success Managers, Key Account Directors and Implementation team with customer project work, change requests, troubleshooting and technical queries specific to customer’s use cases and platform configurations