Support Experience Coordinator (REMOTE)

Position Overview

• Location Type: [Not Specified]
• Job Type: Full time
• Salary: $100,000 - $120,000 plus bonus

Alteryx is a dynamic and innovative company dedicated to providing exceptional support and service to our customers. We believe that the customer experience is at the heart of our success, and we are looking for a Support Experience Coordinator to join our team and help us deliver unparalleled support to our valued customers.

As a Support Experience Coordinator, you will play a crucial role in ensuring that our customers receive enterprise-level support throughout their journey with our company for a designated group of clients. You will be responsible for coordinating and enhancing the overall support experience, from initial inquiries to issue resolution. You will work closely with various teams within the organization to streamline processes, identify areas for improvement, and ensure that customer needs are met or exceeded.

We’re looking for problem solvers, innovators, and dreamers who are searching for anything but business as usual. Like us, you’re a high performer who’s an expert at your craft, constantly challenging the status quo. You value inclusivity and want to join a culture that empowers you to show up as your authentic self. You know that success hinges on commitment, that our differences make us stronger, and that the finish line is always sweeter when the whole team crosses together.

Responsibilities

• Customer Engagement: Digitally engage with customers via various communication channels (email, support systems, etc.) to understand their needs, address inquiries, and ensure assistance is provided promptly and professionally.
• Issue Resolution: Oversee customer cases and concerns effectively, monitoring timely resolution to assist in maintaining a high level of customer satisfaction and service level agreements.
• Escalation Management: Assist in resource coordination to ensure that support staff is available to meet customer demands during escalation of technical issues.
• Account Management: Maintain accurate records of customer interactions and support activities in our Customer Success and CRM systems.
• Customer Advocacy: Act as a customer advocate within the organization, ensuring that customer needs and perspectives are considered in decision-making processes.
• Support Process Improvement: Collaborate with cross-functional teams to identify areas for process improvement and help implement changes to enhance the overall support experience.
• Feedback Collection: Proactively gather customer feedback and insights to identify trends, pain points, and areas of improvement in our support services.

Requirements

• Bachelor's degree in business, customer service, or a related field (or equivalent work experience).
• 2+ years of customer service or technical support roles, with a strong track record of delivering exceptional customer experiences.
• 2+ years of experience in a customer/multi-persona facing role.
• Excellent communication and interpersonal skills.
• Ability to work independently and in a highly-collaborative team environment.
• Detail-oriented with a commitment to maintaining accurate records.
• A customer-centric mindset with a passion for improving the customer experience.
• Strong problem-solving and analytical abilities.

Valued Skills

• Proficiency in using CRM software and other support tools.
• Knowledge of Windows Server and administration.
• Knowledge of Alteryx Server, Designer, or other products deployment and configuration.
• Knowledge of traditional RDBMS and/or NoSQL databases.
• Experience with Python or other procedural languages.

Company Information

Alteryx is committed to fair, equitable, and transparent compensation. Final compensation will be determined by various factors such as your relevant work experience, education, certifications, skills, and geographic location. Find yourself checking a lot of these boxes but doubting whether you should apply? At Alteryx, we support a growth mindset for our associates through all stages of their career.