Customer Success Manager

Empower Employ; Nashville (TN); On-site; USD 60,000 - 80,000; Full time

Job summary

Empower Employ is seeking a Technical Customer Success Manager to provide technical assistance and troubleshoot user issues with computer hardware or software.

The role involves handling support via calls, chat, and email, guiding users through diagnostic steps, and collaborating with staff and programmers to resolve problems. A bachelor's degree in CS or related field and 3+ years of experience are preferred.

Qualifications

• Bachelor's degree in Computer Science or related field preferred.
• At least three years of experience in customer technical support highly preferred.

Responsibilities

• Identifies, investigates, and resolves users problems with computer software and hardware.
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of computer software, hardware, and procedures to solve problems.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Collaborates with other staff to research and resolve problems.
• Collaborates with programmers to explain errors and/or recommend modifications in programs.
• Arranges service by software or hardware vendors to repair or replace defective products.
• Maintains knowledge of technology innovations and trends.
• Performs other related duties as assigned.

Skills

Communication skills

Customer service

Analytical problem-solving

Explain technical issues

Education

Bachelor's degree in Computer Science or related field

Tools

Slack

GSuite

Excel

Asana

MS Office

Job description

Technical Customer Success Manager will provide technical assistance and answers to users questions, assisting users by troubleshooting problems with computer hardware or software.

Supervisory Responsibilities:

None.

Duties/Responsibilities:

• Identifies, investigates, and resolves users problems with computer software and hardware.
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of computer software, hardware, and procedures to solve problems.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Collaborates with other staff to research and resolve problems.
• Collaborates with programmers to explain errors and/or recommend modifications in programs.
• Arranges service by software or hardware vendors to repair or replace defective products.
• Maintains knowledge of technology innovations and trends.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Proficient with or the ability to quickly learn an array of computer hardware and software.
• Experience in Lowcode/No Code environments
• Slack
• GSuite
• Excel
• Asana

Education and Experience:

• Bachelors degree in Computer Science or related field preferred.
• At least three years of experience in customer technical support highly preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.