Customer Success Representative

Location:
Orlando, FL
Department:
Customer Success

Job Description

SightPlan is looking for talented Customer Success Representative in the Central Florida area to provide technical and onboarding support for our customers in the multi-family industry who use our web, mobile and IVR applications for task management. The Customer Success Representative 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.

Requirements

• SightPlan is looking for candidates who are passionate, and hard working.

• 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 and pass IT certifications if required.  

• 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).

• Demonstrable Networking skills, web or mobile development skills and general Computer Science skills are a plus.

• Previous experience working in a help desk environment is a Plus, but not absolutely required.

Responsibilities

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

• Provide support for extended hours while also 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 knowledge base documentation.

• Assist Onboarding team with deployments and implementations.

• 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).


Send Resume or LinkedIn Profile to jobs@sightplan.com

     

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