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Job Details: Program Coordinator/Customer Service Concierge

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Program Coordinator/Customer Service Concierge
Technical Intelligence
3 to 5 years
TechInsights is looking to fill this unique dual role with one customer focused, well organized, energetic and efficient individual. As a customer service concierge, you will facilitate the communication between clients and technical staff in the engineering operations team, to ensure that the flow of information is clear, seamless and timely. As the team program coordinator, you will plan, launch and track projects within the program domain. You will interface with procurement, lab, analysis and product teams to ensure a high level of customer satisfaction on both product delivery and support.
• Triage and track all incoming customer technical questions; redirect and follow inquiries to appropriate internal experts
• Ensure all replies to client enquiries are delivered in a professional, timely format
• Create and maintain metrics on client ticketing system
• Contribute to continuous improvement of the customer service experience
• Coordinate project schedules from launch to delivery for all subscription products
• Troubleshoot and escalate risks to project release timelines
• Collaborate with Technology Analysts and Publishing to deliver TechInsights’ approved content

• Post-secondary education, certification (PMP) or a relevant combination of education and progressively responsible experience
• Proven project and/or program management skills
• Familiarity with CRM and/or LIMS software is an asset
• Moderate knowledge of the high-tech industry
• Clear communication and excellent customer services skills
• Well organized and tenacious problem-solving capabilities
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