imagetaya.blogg.se - Convercent mysafe

The salary range provided here is just that-a range! The offer that is ultimately extended is based on level of experience, skillset, certifications and education.

Experience in creating customer-facing support resources and documentation.

Ability to multitask and a desire to work in a fast-paced environment.

A passion for learning and a willingness for taking on new challenges.Excellent communication, interpersonal, verbal and eloquent writing skills.Passionate about customer service with empathy to understand customer needs.Operate with a sense of urgency and strong attention to detail.Experience with help desk ticketing systems (Salesforce) a plus.Prior experience troubleshooting and escalating in a SaaS environment preferred.5+ years of help desk support and customer-facing experience with an enthusiasm for technology and demonstrated high technical aptitude (Email/Tickets & Phone Support).Partner well across departments, thinking creatively, and problem-solving.Develop a deep understanding of the application configuration and how the product behaves under different scenarios.Partner with Customer Care to develop knowledge base articles and other content that helps customers self-serve and not be dependent on contacting a support resource.

This role requires culture awareness and the ability to step across time zones to partner with our customers and each other to ensure a seamless, global experience

Be an effective translator - our customers are not technical or experienced software administrators or users.

For issues that cannot be resolved at tier 1, create escalation packages that ensure a smooth handoff and minimizes friction in a timely resolution process.

Serve as a technical subject matter expert on Convercent and MySafe platforms partnering with customers and internal resources to address/escalate issues.

Deliver a first-class, genuine and personalized customer support experience to our customers via phone and Convercent support ticketing system.

This position reports to the Manager of Customer Support within our Customer Care team. Where we can't answer their questions on first call, we partner closely within support to ensure a smooth escalation handoff that sets our teams up to deliver resolutions to our customers and builds confidence within our customer base that we are here for them. We don't just want to make our customers happy we want to make sure they realize the value they expect from our solution. You will use your communication skills to listen, explore, and get to the root of customer questions and help us create a culture of responsiveness and care that sets Convercent apart from our competition. In this role, based in our Denver office, you'll use your product understanding to provide our first line of response to customer issues and questions about using the Convercent solution. Bring your curiosity, your readiness to be challenged, and your desire to do work that really makes the world a better place and help us build a world-class, seamless experience for our global customers. The Customer Support Specialist plays an integral role in the Convercent customer experience. Convercent is growing, and so is our need to expand support of our global enterprise customer base.