Act as customer liaison, responsible for owning multiple post-implementation customer escalations at any given time
Work directly with customers to manage issue escalations logged with the Product Support team
Work directly with Product Support team
Ensure customer satisfaction through end-to-end management of escalation backlog by maintaining status checks, regular review of tickets with reference to escalation timeframe and timely closure
Work with customers to schedule regular cadence calls in order to provide in-depth summaries of all open support/engineering tickets
Regularly review customer backlog to develop in depth understanding of issues, and work to identify trends
Coordinate with Product and Engineering resources to prioritize customer issues appropriately
Gather specific problem information and document problems from the symptoms provided
Work with relevant Product Support or Technical Support resources to produce customer facing root cause analysis
Ensure follow-up with the customer until issue is resolved
Demonstrate customer relations skills and maintain a positive company image during all interactions with the customers
Stay up to date on product features, configuration and usability
The skills you should have
The ideal candidate is a decisive, action-oriented individual who takes ownership of open issues and who has the ability to interface successfully with the Engineering team, Management and Customer Executives.
Experience with SaaS (Software as a Service) platforms in a business to business environment is a plus; recruitment (ATS or marketing) software/industry is a plus.
Experience with technologies such as XML, HTML/CSS, and SQL a plus.
Previous 1-3 years of experience in a customer facing environment is a requirement.
Ability to troubleshoot problems, research and find answers to customer questions.
Must be a team player who also works well independently.
Must have ability to assess and provide proactive advice or solutions.
The right candidate will thrive in a fast-passed growing company environment.
Must be willing to take on new challenges.
Must thrive to find solutions and overcome challenges.
Must have superb communication skills.
Experience working with ticketing systems such as FreshDesk or ZenDesk would be advantageous.
Experience working with a large AD environment
Proficiency in standard operating systems such as Windows and Mac OS
Proficiency in MS suite (Word, Excel, Outlook, OneDrive etc)
Our track record so far
We are a growth-mode software startup backed by well-respected venture capital
Weve delivered significant year-on-year growth since our founding
Weve been named a Best Place to Work by the Boston Business Journal
Were the top ranked company in Boston by Glassdoor
We offer great benefits including an open vacation policy, stock options, weekly happy hours you get the idea.
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.