Elevate is recruiting a Customer Success & Support to join our high performing Product Team. As a part of the team you will help our customers achieve their strategic objectives and maximum value from their investment in any number of Elevates Cael Suite of Products.
Specifically, You Will
Responsibilities & Qualifications
Act as an initial point of contact for all Product support requests.
Provide support via phone, chat and email.
Manage customer support issues on a daily basis, including verifying issues, isolating and diagnosing the problem, and resolving the issue where possible.
Respond, log and update Product support requests to logging system (Zendesk).
Remain accountable for timely and effective resolution of issues.
Coordination with the development team for effective resolution of bugs and enhancements.
Documentation of Product functionalities wherever required.
7 + years in a related function with direct customer advocacy and engagement experience in pre and post-sales or professional services functions .
Basic knowledge of: - MS Office - Common web-based development, cloud, and Saas - basic usability analysis.
3-4 years of support experience on SAAS based products.
5+ years of customer acumen experience and a proven technical foundation.
Skills For Success
Produce reference-able clients and ensure clients are on track for renewals.
Orchestrate overall relationship with assigned clients, which will include growing adoption, ensuring retention, and happiness.
Rich history of growing customer happiness, adoption, and retention.
Confirmed ability to drive continuous product value.
Experience developing product use-cases with customers.
Windows Server, Mac
Azure, AWS Cloud services
BA, BS, MA or college level equivalent