Customer Success-Technical Support

CUSTOMER SUCCESS – TECHNICAL SUPPORT – IN OFFICE

Location

100% in-office– Endicott, NY

We are looking for a Customer Success – Technical Support representative to join our team. The selected individual will work with our diverse customer base to support, enhance, and optimize their use of our app; in short, to do whatever it takes to make them happy, engaged customers.

Key Responsibilities

· Monitor and manage Help Desk requests to ensure the best service level possible

· Schedule and conduct remote online training sessions for our growing customer base around the world

· Assist with the start-up of new accounts and projects

· Collect and report key support metrics

· Record all actions taken to resolve client issues, educate clients on problem prevention and refer unresolved problems to higher levels for resolution when necessary

· Work directly with other members of our team and other key groups and personnel within the company

· Maintain accurate and detailed records of all Help Desk requests, including the nature of each issue and its resolution

· Resolve customer issues during the initial contact whenever possible by providing timely and effective technical support

· Educate users on best practices and preventive measures to minimize recurring issues

· Escalate complex or unresolved problems to the appropriate support level while ensuring proper documentation and follow-up

· Provide flexible, patient, and creative solutions to issues as they arise

Required Qualifications

· Competence, timeliness, quality, organization, friendliness, and excellence are characteristics the individual must represent

· Bachelor’s Degree or equivalent in work experience required

· Experience with Windows operating system, Microsoft Office

· Strong customer service skills and the ability to communicate effectively in oral and written form with technical and non-technical clients and with all departments within the company are essential

· Must b...