Project Coordinator

Professional Services MedellĂ­n, Antioquia


Description

Position Overview:

LiveVox is a leading provider of cloud contact center and customer care solutions, managing more than 12 billion interactions annually. With 15+ years of pure cloud expertise, we empower effective channel of choice engagement strategies and enable our clients to excel in changing business environments. In the last several years, we expanded our best in class ‘4-clouds’ telephony platform into a comprehensive, omni-channel solution suite, including Workforce Optimization (WFO) and CRM. LiveVox is now the best positioned solution for the $25 Billion midmarket and enterprise market, where customers are demanding a fully integrated, cloud-based, omni-channel customer care platform. We have over 450 employees globally and are rapidly growing in every department. Headquartered in San Francisco, our teams are located across the US, India, and Colombia. Come join our growing team! To learn more, visit LiveVox.com/Careers.

The Project Coordinator role is designed to be a client facing role. The Project Coordination team is an extension of the Business Operations Department but works with all areas of the LiveVox organization.  The main objective of the Project Coordinator is to work closely with assigned LiveVox resources to execute the approved client request and facilitating the requests through completion, be responsible for educating clients on self-service features, work with internal and external resources to provide updates and required deliverables accordingly.  Through these efforts, the Project Coordinator is expected to guide, support, and enforce adherence to organizational processes and procedures (Ex:  Change Control Process, Implementation Project Process Methodology, etc.) and escalate issues or questions to more senior level Project Managers, their direct supervisor, or a Sr. Manager within the department. 

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

  • Become a single point of contact both internally and externally for the assigned client request and assess the work requested to determine the appropriate LiveVox Resources to engage to complete the work.
  • Work on escalation cases and become a resource for junior Project Coordinators.
  • Assist Project Management team with over-flow projects or Internal projects.
  • Review and respond to a high volume of user email and help requests in a professional, friendly, and accurate manner.
  • Capture, research, and organize all necessary requirements for executing Client requests.
  • Ensure that necessary information for the request, along with accompanying documentation, are submitted into SalesForce according to existing processes.
  • Research customer accounts and take actions regarding a variety of account and usage questions and issues.
  • Works on moderately difficult problems to analyze situations or data requirements needed.
  • Demonstrate strong follow-through and consistently keep commitments to customers.
  • Monitor status of all Open Work Orders in Salesforce daily to ensure appropriate resources have been allocated, requirements have been gathered, and work is being completed.
  • Work with Client Service Team Members to establish estimated time lines for completion of Work Order requests.
  • Participate in ongoing training sessions and team meetings to continue expansion of LiveVox Product offerings and adhering to current processes.
  • Contribute to an environment that encourages information sharing, cross training and an absolute focus on resolving customer issues effectively.
  • Identify inefficiencies in work flow and suggest solutions to Client Service Management Team.
  • Gather and report user feedback to help improve product features.
  • Adhere to existing LiveVox escalation procedures to ensure client needs are routed to the appropriate departments within LiveVox (ex: Support Escalation Protocol, Work Order Escalation Protocol or Product Development Process)

EDUCATION/EXPERIENCE REQUIREMENTS:

  • BA/BS degree; Business, Management, Computer Science, or equivalent
  • 2+ years leading or assisting in coordinating projects, preferably within LiveVox or for a cloud-based application. Or, equivalent experience within the call center or related industry.
  • Proficiency in all MS Office products
  • Experience in a fast-paced environment
  • Motivated, goal oriented, and persistent
  • High level of initiative and work well in a team environment
  • Technical competence (understand software, hardware, networks, etc.)
  • Person in this position is expected to be a self-starter who does not require much supervision, is resourceful and possess a strong customer service attitude.
  • Strong Communication Skills
  • Excellent written and spoken English is required
  • Strong attention to detail, critical thinking skills and ability to multi-task
  • Ability to make independent decisions and exercise good judgment
  • Plans and carries out responsibilities with minimal direction
  • Prior experience in customer support preferred

NICE TO HAVE

  • Knowledge of MS Project a plus
  • Knowledge of Salesforce a plus
  • Knowledge of Clarizen a plus


Why You’ll Love Working With Us:

We like to have fun, but at the same time we’re serious about providing contact centers with amazing cloud technology. We have strong and growing revenue and have won a number of awards.

We:

  • Have interesting technical problems to solve, and awesome people to work with
  • Offer a competitive monthly compensation
  • Take advantage of being "in the cloud" by working remote occasionally
  • Are conveniently located close to shopping malls, restaurants and transportation

 

LiveVox is proud to be an equal opportunity workplace and an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know. We're always looking to bring smart, talented people with diverse backgrounds, interests and experiences to join our team.