Description:.Primary Responsibilities:
Learn our product offerings and clearly communicate their value to customers
Guide customers through installation, onboarding, and training (both remotely and in person) to ensure successful adoption
Build and maintain strong customer relationships by understanding their business goals and providing exceptional support
Continuously develop deep product knowledge and educate customers on features and best practices
Document, analyze, troubleshoot, and test software issues based on user reports and technical specifications
Manage and track customer interactions using ticketing systems, ensuring accurate and organized records
Provide support via live chat, email, and phone, including documenting bugs and following up on reported issues
Share customer insights and feedback with internal teams such as Sales, Development, and Product
Proactively engage with customers to drive adoption and long-term success
Maintain high levels of customer satisfaction by delivering timely, accurate responses while managing a high volume of tickets
Support leadership and contribute to key business initiatives
Minimum Qualifications:
6+ months of experience in a call center, customer support, or technical support environment
Strong verbal and written communication skills, with the ability to explain technical concepts clearly and concisely
Comfortable working in a fast-paced, high-volume support environment while managing multiple priorities
Demonstrated problem-solving and troubleshooting skills, with strong attention to detail
Proficient with computers and able to quickly learn new software and systems
Dependable, organized, and effective at managing time and priorities
Availability to work within call center hours (7:45 AM – 7:00 PM EST), with a primary shift of 10:30 AM – 7:00 PM EST
Willingness to participate in an on-call rotation, including evenings, weekends, and holidays
Ability to travel up to 30% for onsite customer support (air and automobile travel)
Preferred Qualifications:
2+ years of call center or customer support experience
Experience training users on software or onboarding new customers
Background in networking or IT-related fields
Bachelor’s degree in an IT-related discipline or equivalent experience
Experience using ticketing systems or CRM tools
What Sets You Apart:
A natural ability to connect with people from diverse backgrounds
A proactive mindset, viewing customer challenges as opportunities to improve
A strong desire to learn, grow, and adapt in a fast-evolving tech environment
The ability to think strategically about improving processes while managing day-to-day responsibilities
Job type: Full‑time
Work mode: remoteUS
To apply for this job please visit fullsteam.wd1.myworkdayjobs.com.
