Customer Success Internship

Location:
Orlando, FL
Department:
Customer Success

ABOUT THE POSITION:

SightPlan is looking for talented Interns in the Central Florida area to provide technical support for our customers in the multi-family industry who use our web, mobile and IVR applications for task management. Interns will work alongside industry thought leaders to cultivate real world experience in a growing tech company through day to day operations, project work, and one on one mentoring. This is a paid internship.

Requirements:

SightPlan is looking for interns who are passionate, hardworking, and teachable.

We feel that customer service is a top priority. Candidates should bring to the table a keen sense of self-motivation, accountability and commitment to service excellence.

Candidates must possess the willingness and ability to learn new technologies.

Candidates should have a demonstrable customer service and communication skills.

Candidates should have a strong background in the MS Office Suite, including strong abilities using Excel and PowerPoint (or OSX equivalents).

Previous experience working in a helpdesk environment is a Plus, but not absolutely required.

Experience Gained:

Critical Thinking & Troubleshooting

Organization and Time Management

Public Speaking (Leading Meetings, Stand-Ups, and Trainings)

Project Management (SRINT/SCRUM)

Atlassian Suite (Confluence, Jira)

Data Collection and Visualization (Intercom)

Customer Care and Communication: (Zendesk, Phone Support, Live Chat)

Microsoft Office Suite (OneDrive, Excel, Outlook)

Learn introductory networking, web and/or mobile development skills and general Computer Science.

Responsibilities:

Researching and troubleshooting issues received by phone, live chat and email to provide detailed solutions to customer product usage.

Ability to read and understand internal logging to effectively triage customer issues.

Assisting with off-hours support as needed for specific on-call shifts.

Writing and maintaining documentation for product bugs, feature requests, and customer resolutions.

Writing and maintaining customer-facing knowledgebase documentation.

Self-management of customer issues with a strong focus on ensuring that issues are fully resolved in all cases.

Pro-active outreach to customers as needed to prevent problems from happening.

Primary Customer Service Hotline duties during the day, with rotating on-call coverage for after-hours service.

Primary duty for chat, email, and phone inquiries.

Zendesk & JIRA documentation:

Internal status notes posted proactively whenever any action is taken that has bearing on the ticket.

Customer Issue Triage:

Collect & log problem descriptions in Zendesk.

Data retrieval and triage for customer issues (Splunk, IVR logs, etc)

"Watchdog" Zendesk tickets by constantly monitoring for and acting upon or escalating:

Impending SLA breaches

Potential problem tickets

Monitoring and acting upon stalled tickets to ensure high level of service quality.

Testing web/mobile/IVR and capturing logs as needed to reproduce & diagnose customer issues.

Basic ZenDesk administration (Macros, triggers, automations, etc).

Hard Skills Prerequisites

Intermediate: MS Office Suite

Excel: Should be able to write and understand simple formulas for reporting.

Powerpoint/Keynote creation/formatting.

Degree (working towards, or equivalent knowledge) in CompSci or a complimentary field.

Soft Skills Prerequisites

Ability to communicate effectively in the written medium with as few words as possible. English Minor is ideal, but not required.

Ability to communicate effectively in all mediums (written, in person, phone). Written medium looking for scarcity of verbiage while still putting the point across to a casual end user.

Previous experience in a helpdesk environment: Moderate volume of both inbound call and ticket volume.

About SightPlan:

From industry leaders to innovative upstarts, SightPlan is trusted by conventional, affordable and student housing multifamily professionals. SightPlan is an Orlando-based software start-up company that combines work orders, inspections, preventive maintenance and resident service into one, simple-to-use app.

SightPlan in the News:

http://www.areadevelopment.com/newsItems/2-12-2016/sightplan-national-headquarters-orlando-florida2782334.shtml

http://www.flgov.com/2016/02/12/governor-scott-announces-sightplan-expansion-will-create-28-new-jobs-in-orlando/

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