SaaS Support Agent - Customer Experience Champion

ServicePower; United States; Vor Ort; USD 42.000 - 64.000; Vollzeit

Zusammenfassung

ServicePower, a leading field service management software company, is growing its Servicer Support team across North America. The role focuses on delivering technical support via ticketing, email, chat, and phone, taking ownership of the customer experience and aligning on issue severity.

You will troubleshoot, document, and escalate with internal partners, build rapport, and manage expectations while aiming to exceed service levels.

Qualifikationen

• Experience in customer service, client-facing, or account management roles.
• Ability to communicate effectively with people at all levels within a customer organization.
• Highly organized, detail oriented, and able to manage several high priority tasks.
• SaaS experience preferred but not required.
• Experience with Jira or other issue reporting and tracking systems preferred but not required.

Aufgaben

• Respond to client issues, which may require troubleshooting, training, or other assistance.
• Follow established procedures for ticket management which include prioritizing, resolving, and documenting client issues.
• Work closely with internal partners, providing detailed and thorough troubleshooting and escalation information.
• Taking extreme ownership of the customer experience while working to understand and resolve issues reported by our customers.
• Building rapport and managing expectations to ensure alignment on the severity of the issue and setting their expectations appropriately.
• Maintain clear, concise communication with clients and within the organization.
• Work diligently to exceed Support Center metric goals and contracted service levels.

Kenntnisse

Customer service

Client-facing

Account management

Organization

Jobbeschreibung

ServicePower, a leading field service management software company, is growing its Servicer Support team across North America. The role focuses on delivering technical support via ticketing, email, chat, and phone, taking ownership of the customer experience and aligning on issue severity.

You will troubleshoot, document, and escalate with internal partners, build rapport, and manage expectations while aiming to exceed service levels.