Description
We are seeking a Premium Support Consultant (PSC) to work directly with designated Clients managing their experience in Support; aiding their clients in being successful with our products and platforms, offering a point of contact for assistance, guidance, troubleshooting, and serving as an escalation point to the Support Team.
Key Responsibilities
Provide premier support to their assigned clients.
Lead Analyst Team in supporting client
Identify training opportunities
Assist with business process
Guide through best practices
Notify Account Manager & Customer Success Manager of Leads
Identify issues with the system
Locating system bottlenecks and recurring product issues
Troubleshoot and submit bugs to Development
Provides Instructional aide and back up to the Support Analysts
Identify and maintain knowledge of custom process
Understanding how client uses the software for their business
Product Training
Collaborate with Success Manager, Account Manager, Support & Training Managers to create ad hoc Product Training for specified clients that is consistent with our current training process.
Required Skills
English Proficiency - Excellent command in spoken and written English. Can understand with ease what is heard and read, also able to express themselves fluently and precisely.
Attention to Detail: Accurately capture specific pieces of information (details) and the ability to document these details in the written form, while speaking with the caller as well as following processes correctly
Efficiency: Able to learn new tasks quickly and follow direction. Receptive to feedback and being adaptive and responsive to updating process.
Experience: 1-2 years Facility maintenance knowledge, CMMS (facility maintenance software) administration, customer service and software support experience preferred
Education: Bachelor’s Degree or equivalent work experience
Attendance and Punctuality: On time attendance to scheduled shifts is required
Teamwork: While most of the role is an individual contributor, team members support each other through cross-training, reviewing the learning applications, remote communication methods, procedures, client expectations and program development efforts. There should be a willingness to ask, learn, advance, achieve and engage with other team members in order to obtain team excellence
Comfort with Remote Work: Comfortable participating on camera during remote meetings.