Support Project Manager

While focusing on client communication and issue resolution, you will play a crucial role in maintaining positive relationships with our past clients

Job Description

As a Support Project Manager focusing on client communication and issue resolution, you will play a crucial role in maintaining positive relationships with our past clients while addressing any concerns or problems they encounter. Your primary responsibilities will involve communicating with past clients and providing assistance and troubleshooting guidance to resolve their issues effectively while coordinating with the team to ensure all work is completed.

Essential Job Functions

• Communicate with past clients via email, phone, and other channels to understand and address their concerns promptly.
• Serve as main POC for retainer clients
• Provide exemplary customer service by demonstrating empathy, patience, and professionalism in all interactions.
• Troubleshoot technical issues reported by clients, employing problem-solving skills to identify root causes and implement solutions.
• Collaborate with internal teams such as development, sales, and operations to escalate and resolve complex issues efficiently.
• Document client interactions and issue resolutions accurately in our project management software.
• Lead the planning and implementation of projects
• Proactively identify trends or recurring issues and provide feedback to relevant teams for continuous improvement.
• Assist in creating and updating support documentation and knowledge base articles for common issues.
• Run technical audits, pin & fix issues
• Make content updates to live sites
• Adding tracking pixels and source plugin to website
• Other duties as assigned

Support Specialist Qualifications

• Able to lead project teams of various sizes and see projects through to completion
• Excellent client-facing and internal communication skills
• Excellent written and verbal communication skills
• High attention to detail and process oriented
• Critical thinking and problem solving
• Willingness to collaborate with all departments
• Knowledge of technical & content-related SEO practices (preferred, but not required)
• Knowledge of general business administration and sales (preferred, but not required)
• General awareness of UX or development principles (preferred, but not required)

Please note- Lifted Logic operates on a hybrid work scheduled and all employees are required to be in office 3 days a week (Tuesday, Wednesday, & Thursday)