Servicer Support Agent

ServicePower; United States; On-site; USD 42,000 - 64,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Client-facing

Account management

Organization

Job description

ServicePower is a leading field service management software company focused on providing an exceptional customer experience, while delivering significant operational efficiencies. Trusted by organizations around the world .

We're growing our Servicer Support team , agents who deliver technical support to customers across North America, resolving client issues submitted through the formal ticketing system, emails, chat, and phone interactions. The role calls for taking extreme ownership of the customer experience while working to understand and resolve issues reported by our customers, and building rapport and managing expectations to ensure alignment on the severity of the issue.

Responsibilities :

• 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.

What we're looking for:

• 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