Customer Support Coordinator

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world.  AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service.  We power millions of subscriptions worldwide for organizations.  We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

 

About You

You will be responsible for handling site qualifications, contract generation, repair ticket escalations, and managing the site funnel. In addition, you'll collaborate directly with the customer and their preferred providers to request site qualifications, conduct site surveys, and secure pricing approvals. As a backup for the Account Manager, you will play a critical role in supporting account needs. In this role, you will also manage and coordinate orders and projects for an Investment Partner and its agents. You will coordinate and monitor installations, working closely with Advisors, End-User clients, and Providers to ensure timely and accurate delivery of services ordered. When necessary, you’ll escalate orders that fall outside of quoted timelines and provide updates to both customers and advisors. Additionally, you will assist in resolving client issues, including billing disputes, repair ticket escalations, and ongoing account maintenance.

This position is key to resolving customer challenges, particularly related to Lumen and Cable services, allowing the AppDirect Sales team to successfully engage and sell into these accounts. The ideal candidate will have a background in telecommunications and a strong foundation in customer service.

 

What you’ll do and how you’ll have an impact

• Manage pre-sales processes, including site qualifications, contract generation, and escalations.
• Collaborate with providers to conduct site surveys, obtain pricing approvals.
• Coordinate and monitor order installations, addressing any delays or issues.
• Serve as a point of escalation for unresolved customer issues, including billing disputes and technical challenges.
• Provide timely updates and effective communication to the Account Management and Account Support Services management.
• Support the AppDirect Sales team by resolving client challenges to ensure successful account engagement.

 

What we’re looking for

• Strong organizational and time management skills with a focus on follow-through and customer satisfaction.
• Excellent communication skills, with the ability to interact effectively with Sales teams, customers, and service providers.
• Experience in the telecommunications industry and a solid background in customer service are highly preferred.
• Positive attitude, customer-focused approach, and the ability to resolve challenges effectively.

 

About AppDirect:

AppDirect is the only end-to-end commerce platform for selling, distributing, and managing cloud-based products and services to succeed in the digital economy. The AppDirect ecosystem connects channels, developers, and customers through its platform to simplify the digital supply chain by enabling the onboarding and sale of products with third-party services, for any channel, on any device, with support. Powering millions of cloud subscriptions worldwide, AppDirect helps organizations, including Jaguar Land Rover, Comcast, ADP, and Deutsche Telekom connect their customers to the solutions they need to reach their full potential in the digital economy.

We believe that the unique contributions of all AppDirectors is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: link: https://www.appdirect.com/about/privacy-notice