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.