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Client Support Coordinator
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Industry

Computer/IT Services

Category

Project Management

Experience

Mid level

Applications are considered on a rolling basis

Location: Tallinn

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Contact Person
Kadri Nurmsoo

Job Description

Vaimo International is looking for a skilled professional experienced with Adobe Commerce (Magento) operation and solution support, based in Tallinn, Estonia. This role is responsible for coordinating different client maintenance and support initiatives. Workstreams will be around coordination of a portfolio of small to mid-scale operations, system maintenance, support on incident and problem management processes, as well as providing functional consultancy on Magento, and helping on other internal initiatives & IT services management processes-enablement to help to grow this competence within the organization.

The Role:

The Client Support Coordinator is responsible for directing, organizing, and controlling the support team activities under the direction of the project / main account managers. The Client Support Coordinator is also responsible to work primarily with the 1st and 2nd line of support and assist our customers with the system configuration of their e-commerce solutions. You will manage incoming requests about our products and services and perform sales of finished features for the e-commerce platform Magento. You strive to achieve set targets in response time, customer satisfaction, and quality. Your knowledge will increase continuously and with the development team, you will help with 3rd line support. By leveraging your Magento knowledge, you will be an expert user of the Magento e-commerce platform. You can efficiently align the client needs with Magento functionality, optimize the use of native features, and help the development team with inputs to avoid unnecessary customizations to the product. You are expected to transform and grow the business by recommending changes and improvements for the client. The focus for the Client Support Coordinator is to support the operations teams in their daily delivery but from time to time this person may support some customer facing project management work.


Areas of responsibility:

  • Support the Project Managers with the maintenance and support of the current solutions/operations.

  • Track the progress and quality of work being performed by the team.

  • Effectively and accurately communicate relevant solution/system information to the team.

  • Monthly invoicing drafts according to the contracts.

  • Keep the Project and Account Managers informed about the status of the initiatives and issues that may impact client operations.

  • Attend client meetings (upon request) and assist with project requirements.

  • Functional customer support.

  • CMS support and simple layout changes.

  • Documentation of the routines.

  • Classification and triage of issues.

  • Support incident and problem management activities.

  • Creating detailed, explicit tasks which are escalated to the Maintenance team and following up on them.

  • Maintain knowledge in all aspects of the Magento platform and Vaimo modules.

  • Help clients and development teams identify solutions that do not require customization.

  • Guide clients and development teams in early stages towards maximizing the use of Magento standard features.

  • Nurture relationships with your assigned clients, understand their particular solutions, and actively help them optimize their Magento usage.

  • Coordinate development tasks and other requests between the client and development teams.

  • Assist the clients with system configurations of their e-commerce solution.

  • Help guide clients through security and software update periods in a structured manner.

  • Manage incoming inquiries via e-mail or telephone and take full responsibility for incoming cases.

  • Keep yourself updated with industry standards and E-commerce Best Practices.

  • Be familiar with your clients' statistical Key Performance Indicators (KPI’s).

  • Handle a high volume of engagements and the fast pace of our company.

  • Coordinate and synchronize with other team members such as Technical Manager, System Architects, Business Unit Managers, and PMO.

Success factors:

  • You take action or escalate issues at an early stage by careful control of project details

  • You prioritize and find ways to proceed when the Project Manager is not available.

  • You gladly support the Project Manager with qualified tasks.

  • You have an interest within one or more competence areas for PM.

  • You are comfortable talking on the phone and managing email communication.

  • You have a broad technical interest and a good understanding of systems.

  • You are able to explain problems and solutions.

  • You have good knowledge of English both spoken and written.

  • You have the mind for problem-solving and can quickly propose palliative/definitive solutions.

  • You are stress resistant, structured, responsible, and quick to cooperate.

  • You have an expert level knowledge of Magento.

  • You conduct Magento demos/training for new Magento capacities/functionalities.

  • You contribute to solid documentation of processes and workflows.

  • You contribute to and act upon self development in eCommerce knowledge.

  • You work towards fast throughput and high quality output of Support tickets.

  • Your knowledge will increase continuously and you will certify yourself as a Magento Certified Solution Specialist.

  • You will strive to reach the set targets in agreed response time, client satisfaction, internal knowledge sharing, and high service quality

  • ITIL or Cobit Foundation Certification is a plus.

About the company

Vaimo is one of the world’s most respected experts in digital commerce on the Magento and Adobe Commerce Cloud platform. As a full-service omnichannel agency, we deliver strategy, design, development and managed services to brands, retailers and manufacturers all over the world.

Our sharp focus, broad experience and deep expertise within B2B, B2C, PIM, Order Management and ERP integrations makes us a key partner for driving success in digital commerce. Our 10+ years track record of technical excellence coupled with our proven results in helping our clients succeed with business development, digital strategy and customer experience design is proudly manifested in our status as a Magento Global Elite Partner.

With local offices in 15+ markets across EMEA, APAC and North America and over 450 employees, we provide an international presence that allows us to cultivate close, long-term relationships with our clients.

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