Field Technician: Expert Troubleshooter & Customer Advocate

Insight Global; Martinez (CA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

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Job summary

Insight Global is seeking a customer-focused specialist to support mission-critical accounts in a fast-paced environment. You will clarify needs, resolve issues, and provide ongoing post-sales and service delivery support to ensure high customer satisfaction.

The role involves mentoring new hires, contributing to the Account Support Plan, and driving account growth and retention with 2-5 years of related experience. Equal opportunity employer.

Qualifications

• Clarify customer needs to ensure satisfaction.
• Handle customer-relations problems promptly and appropriately.
• Provide software service, pre-sales, post-sales or service delivery support.
• For Mission Critical Customers, provide proactive and some reactive services.
• Monitor operation performance and work on corrective action plans.
• Provide input about Customers business and industry trend information into Account Support Plan.
• Mentor /Coach new hires on work process and procedures.
• Typically has 2-5 years of related work experience, preferably in maintenance, quality, or a related field.

Responsibilities

• Support customers across pre-sales, post-sales and service delivery activities.
• Proactively monitor performance and implement corrective actions as needed.
• Clarify needs and guide customers to ensure high satisfaction.
• Escalate issues per established procedures and track resolutions.
• Share insights to inform the Account Support Plan.

Skills

Customer support

Escalation handling

Post-sales support

Mentor / coaching

Job description

Insight Global is seeking a customer-focused specialist to support mission-critical accounts in a fast-paced environment. You will clarify needs, resolve issues, and provide ongoing post-sales and service delivery support to ensure high customer satisfaction.

The role involves mentoring new hires, contributing to the Account Support Plan, and driving account growth and retention with 2-5 years of related experience. Equal opportunity employer.