Managed Services Customer Success Team Coordinator

  • Are you a true people person and a born organiser?
  • Do you have lots of initiative and want the opportunity to make a role your own?
  • Hybrid role – split your time between the corporate office and the home office

We are seeking a vibrant, enthusiastic Managed Services Customer Success Team Coordinator to join our Customer Success team. This role is a rare mix of issue escalation management, customer service, helpdesk and administration. It's a very diverse and rewarding role that is crucial to the success of Fusion5 and our customers. In return for your skills, you’ll join a team like no other, working for a human-centric company who understands the true value of people.

Based in either of our New Zealand or Australian office locations, you’ll work closely with your Australian or New Zealand counterpart to ensure the day-day operational running of our AU/NZ Customer Success Team is seamless. You’ll need to be a self-starter (as there is no micro-managing here), and a great team player, as our CST Coordinators are always seen to be there to assist the wider team.

We believe in work/life balance so splitting your time between our office and working from home is an option with this role.

If you’re passionate about delivering an excellent service, and know you’ve got the potential to go places, we want to hear from you!

You will:

  • Be the first point of contact for all customer raised issues via our helpdesk system, Infusion
  • Ensure all incoming issues are assigned to meet our response SLAs
  • Onboard all new contracted and ad-hoc customers
  • Assist with support issues escalations to ensure our resolution SLAs are met
  • Work closely with our Service Delivery Managers to deliver a high-level of customer service
  • Represent CST throughout the business
  • Become an Infusion SME
  • Contribute to process improvement and become a champion of internal systems
  • Manage emergency customer communications.

Our Customer Success Team Coordinator needs to have:

  • The right attitude! We need someone who gets stuck in and makes things happen
  • Exceptional customer services skills
  • Proven analytic skills
  • Exceptional organisational and time management skills
  • A technical mind capable of asking logical questions
  • Previous experience in a Service Desk / Support role or in a professional services environment (is an advantage)
  • Highly developed interpersonal and communication skills
  • An excellent phone manner and communication style.

What’s on offer?

Investment in people is a priority at Fusion5. We offer training certifications, career development paths and a whole range of opportunities to grow and develop professionally. Additional staff benefits include company bonus scheme, birthday leave, discounted gym memberships, flexible working, volunteer day, free annual flu jabs plus more. We have regular social occasions at all our offices, champion our own sports teams, and organise outings and events to suit all tastes.

Who are Fusion5?

We are an award-winning company who delivers business solutions that make a difference. We offer a full range of digital transformation solutions, applications, consulting services, development, cloud and managed services as well as first class support services for our customers across New Zealand and Australia. Our expertise covers all key functional areas, including Enterprise Resource Planning, HR / Payroll, Customer Experience, Customer Relationship Management, IT Service Management, and Infrastructure.

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