Job Details

Overview:

The Support Operations Coordinator ensures smooth handling of client support requests, manages ticket workflows, and assists with small account management and business development tasks. This role requires strong organizational skills, attention to detail, and the ability to coordinate across teams. This role will be onsite 36 hours/week, M-F.

Key Responsibilities:

Support Management

• Respond to and manage support tickets via Teamwork Desk.
• Monitor ticket queues, update auto-responses, and report on response times and ticket volume.
• Execute basic support tasks (e.g., photo edits, fillable PDFs, minor WordPress updates).
• Coordinate complex tasks with internal teams or contractors.
• Schedule DNS requests and oversee emergency support as assigned.
• Gatekeep tickets to ensure proper scoping before assignment.

• Manage and track support tickets assigned to others.
• Scope larger support projects and prepare estimates for projects over $1,000.
• Debrief completed support projects and maintain communication with account managers.

• Process inbound leads and conduct initial discovery calls.
• Maintain CRM accuracy and assist with proposals and client communication.
• Provide account management for small accounts, including invoicing and service oversight.

• Serve as first point of contact for inbound calls.
• Assist Client Success team with invoicing audits and other tasks.
• Handle client mailings and general office support as needed.

• Strong organizational and multitasking skills.
• Excellent communication and customer service abilities.
• Familiarity with WordPress, CRM systems, and support ticket platforms (e.g., Teamwork Desk).
• Ability to manage projects and coordinate across teams.

• $18-20/hr.
• FGP offers contract employees benefits including minimum essential coverage insurance, a fixed indemnity plan and a 401k retirement plan once eligibility requirements are met.