Job description
The individual in this role will be the primary customer contact for technical product questions and requests for information. You will work to address customer concerns and needs and assist them with successfully using Syncta to maximize their business’ growth potential. They will manage accounts for new customer, they will work with customer and data organized, and train on how to use the system.
RESPONSIBILITIES AND DUTIES:
- Act as the first point of contact from customers regarding general and technical product information, e.g., pricing, product, upgrade options, etc
- Provide product training and respond to customer issues and requests
- Create, update and prioritize customer requests and issues in ticketing system - escalate where necessary
- Troubleshoot, document, and manage customers issues for a timely resolution
- Track and report customer feedback, suggestions and change requests on frequent basis
- Communicate any recent changes and product updates to customers
- Assist with data imports: quality check customer’s data; update and manipulate when needed; work with ad hoc excel and access experts for imports not on standard template
- Coordinate with Technical Support department to resolve customer related issues and problems in a timely and effective manner
- Maintain a current, in-depth knowledge of the functions and special features of Syncta and be able to effectively transfer this knowledge to a wide range of users
- Work with customers on subscription plan changes and upselling on additional features when applicable
- Assist with the creation and maintenance of self-help documents and educational videos
- Create and maintain test, survey and invoice forms
- Support the department's overall efficiency and productivity by recommending enhancements
- Identify areas for improvement and “best practices” and make recommendations to management as appropriate
EDUCATION:
- Associates, Bachelor’s degree or 3+ years equivalent experience preferred.
QUALIFICATIONS:
- Technically oriented individual. Must possess strong computer software skills (familiarity with social media, email, CRM (JIRA, Close.IO), spreadsheets, and document programs).
- Customer-centric mindset, able to translate customer issues/needs into solutions
- Ability to work under pressure, multi-task, prioritize and close multiple sales leads
- Strong negotiation skills and the ability to establish mutually beneficial commitments and expectations with customers, internally and externally
- Strong team player, work ethic and committed to the job
- Excellent written and verbal communication skills
- Comfortable selling solutions to high level management and business owners
- Proven project management skills to influence people in an organization and the ability to balance multiple priorities and deals simultaneously
- Inside sales experience is a plus, preferably in a SaaS environment
While performing the duties of this job, the employee is frequently required to walk, talk, and/or hear. The employee is occasionally required to stand, sit, and use hands to finger, handle, or feel. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include: close vision, color vision, peripheral vision, depth perception and ability to adjust focus.
- WORK ENVIRONMENT:
- Work in office environment
- May occasionally be required to perform job duties outside the typical office setting.
- As required by the Americans Disabilities Act (ADA)
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