Customer Support & Adoption Specialist

Steelhead Technologies; Brighton (MI); On-site; USD 42,000 - 62,000; Full time

Job summary

Steelhead Technologies in Michigan is seeking a Customer Support Specialist to provide frontline technical support for our cloud ERP platform used by job shops. This full-time, in-person role is based in Calumet or Brighton, with contact via email, phone, text, Zoom, and occasional in-person visits.

You will build trust with customers, drive feature adoption, identify issues early, and collaborate with engineering, sales, and outcomes teams to resolve problems and improve the product experience.

Qualifications

• Strong communication skills, both written and verbal.
• Strong work ethic, coachable, motivated and resilient in a fast paced role.
• Ability to thrive in a collaborative, team environment.
• Ability to thrive independently.
• Curiosity is key in a customer-obsessed organization.
• Has some background in a previous customer facing role.

Responsibilities

• Answer customer phone calls, emails, text messages, and support tickets promptly; provide critical knowledge and technical support.
• Build relationships with customer contacts. Generate trust and credibility at multiple levels in existing accounts.
• Educate customers on the value of our product. Help uncover issues before they become emergencies.
• Proactively engage with customers to drive expansion and adoption of our software features and services.
• Assist in monitoring and maintaining customer account health.
• Work cross-functionality with the engineering, sales, and customer outcomes teams.
• Provide clear communication to the engineering/product team to help assist with issue resolutions.
• Other duties assigned.

Skills

Communication

Work Ethic

Team Collaboration

Independence

Curiosity

Customer Facing Experience

Job description

Steelhead Technologies in Michigan is seeking a Customer Support Specialist to provide frontline technical support for our cloud ERP platform used by job shops. This full-time, in-person role is based in Calumet or Brighton, with contact via email, phone, text, Zoom, and occasional in-person visits.

You will build trust with customers, drive feature adoption, identify issues early, and collaborate with engineering, sales, and outcomes teams to resolve problems and improve the product experience.