SaaS Customer Success Specialist

The Reynolds and Reynolds Company; Andover, Northern (MA, KY); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical, dental, vision, life

Health savings account

401(k) with matching

Professional development

Paid vacation and sick days

Eight paid holidays

Referral bonuses

Job summary

The Reynolds and Reynolds Company, through its affiliate TSD Mobility Solutions, is seeking a Customer Service Specialist to support our SaaS product. In this in-office role, you will assist clients by troubleshooting navigation, usage, and connectivity issues, handling phone and email inquiries, and documenting interactions in our ticketing system.

You will mentor teammates, contribute to knowledge base, and liaise with development and other departments to report enhancements.

Qualifications

• College degree or equivalent experience preferred.
• Must have 1+ years of experience in customer service.
• Experience troubleshooting and training customers on software products preferred.
• Bilingual in Spanish is a plus.
• Proficient in MS Office products.

Responsibilities

• Offer excellent customer service assisting our clients with our software-as-a-service products via phone and email.
• Leverage, develop and maintain a knowledgebase of problems and solutions to assist your teammates.
• Provide accurate documentation in our ticketing system on each customer interaction noting details in incident or request, customer contact information, and progress or resolution.
• Provide helpful, friendly support explaining application functionality, assisting customers to increase their own knowledge of our software.
• Troubleshoot and resolve navigation, software usage, and/or system and connectivity issues, escalating when necessary to ensure timely resolution.

Skills

Customer service experience

Troubleshooting

Communication skills

Bilingual Spanish

Education

College degree or equivalent experience preferred

Tools

MS Office

Job description

The Reynolds and Reynolds Company, through its affiliate TSD Mobility Solutions, is seeking a Customer Service Specialist to support our SaaS product. In this in-office role, you will assist clients by troubleshooting navigation, usage, and connectivity issues, handling phone and email inquiries, and documenting interactions in our ticketing system.

You will mentor teammates, contribute to knowledge base, and liaise with development and other departments to report enhancements.