Magento Project Coordinator

• Manage and oversee the daily operations of the technical support team.
  
• Lead, coach, and mentor technical support team members to ensure high performance and job satisfaction.
  
• Develop and implement strategies to improve customer satisfaction and enhance the overall technical support experience.
  
• Monitor and analyze support metrics and KPIs to identify areas for improvement and track team performance.
  
• Handle escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction.
  
• Collaborate with other departments, such as development and sales, to address customer needs and provide feedback on improvements.
  
• Develop and maintain support policies, procedures, and standards to ensure consistency and efficiency.
  
• Stay up-to-date on industry trends and best practices in customer technical support and incorporate them into the team's operations.
  
• Prepare regular reports and presentations on support team performance and key metrics for management review.

Requirements

• Must have a technical background in web development in ecommerce. (Magento)
  
• Should know standard technical support processes.
  
• Should have managerial skills
  
• Should have client-facing skills
  
• Should have good communication skills.
  
• Should have experience with team management