We're committed to bringing passion and customer focus to the business.
- Respond to product functionality and technical support requests for our enterprise business clients in a timely, efficient and professional manner
- Help customers with application support needs, guidance on functionality, configuration and flow recommendations to support their business use case, and general technical questions when necessary
- Perform troubleshooting to identify causes and recommend remedies to user issues, working with internal engineering teams as necessary
- Provide feedback and analysis to our internal product development team on enhancements & improvements for the product
- Identify and suggest process improvements to improve customer experience
- Facilitate inter-team communications regarding client issues and requirements
- The ability to accept and respond to customer questions via ticketing que and live calls in a timely manner
- Minimum bachelor's degree preferred
- Strong communication skills (especially with clients over the phone, video conferencing, and email)
- Strong decision-making skills
- Organization and time-management skills
- Ability to maintain a calm demeanor under pressure
- Ability to diagnose a problem and support its resolution
- Ability to delegate tasks and set deadlines
- Excellent writing skills in documentation issues for level II teams and client communication
- Willing to cover after hour shifts on rotational basis
- Action Oriented & Drive for Results: Enjoys working hard; is action oriented and full of energy for the things seen as challenging; not fearful of action with minimum of planning; seizes opportunity to drive business objectives forward. Can be counted on to meet or exceed goals successfully; is consistent in performance and strives to be a top performer; very bottom line oriented; steadfastly pushes self and other for results. Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.
- Critical Thinking & Continuous Development: Can effectively cope with change; can shift gears comfortably; ability to synthesize objectives across the organization and take appropriate action without having the total picture; isn’t upset when things are up in the air; can comfortably handle risk and uncertainty. Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything. Deals with concepts and complexity comfortably; capable, and agile. Applies new learnings to enhance productivity and quality of the work without prompting. Seeks and applies efficiencies in day-to-day work, constantly improving and streamlining processes to achieve company objectives.
- Communication & Relationship Building: Has the ability to perceive reactions via non-verbal signals of others, reason with others to promote thinking and cognitive activity, understand drivers of decisions by interpreting the cause of other’s reactions and what it may mean, and manage relationships by working collaboratively to reach the best outcome for the company. Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. Actively and consistently seeks to work cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information, and achieve results. Serves as a collaboration catalyst that motivates others to want to collaborate as well.
- Major Medical
- Dental
- Vision
- 401k with Company Match
- Paid Holidays
- Personal Time Off
- Employer Paid Short Term Disability & AD&D
- Other employee paid supplemental insurances offered