Customer Success

Description:

We are looking for Customer Success candidates, a female candidate will be preferable for this position.

The right candidate will work with our customers ensuring adoption and usage through technical support. You should be an excellent communicator that relishes delivering technical knowledge into an easy to understand format. Responsibilities include but not limited to troubleshooting technical issues, via phone and email, and working with our internal development team for quality assurance testing. You’ve got to be customer-focused, organized, and have the ability to multitask in our fast-paced environment.

Job Responsibilities:

  • Respond to a support tickets in a timely manner
  • Understand client needs, handle support requests, answer product-specific questions, and resolve technical issues
  • Provide support and cater to the specific needs of our new and existing customers
  • Recommend and set up customer training sessions
  • Be empathetic and have a “tough skin” when handling customer complaints and issues. It is imperative that Support Engineers have a friendly and helpful demeanour at all times.
  • Work with and report to the VP of Customer Success to enhance knowledge base as well as customer support communication automation
  • Successfully work with internal partners to identify and address any customer issues
  • Provide exceptional customer support and client care

Job Requirements:

  • 7+ years of work experience within customer service
  • Excellent written and verbal communication skills
  • Strong computer skills
  • Experience with Zendesk, Salesforce, Hubspot is a plus
  • Data-savvy
  • Willing to work US hours

Additional Details:

  • Hours of operation
  • There are two shift to cover the standard work day in the US
  • 8am EST- 4pm EST
  • 12pm EST – 8pm EST

About Astegic:

Astegic, founded in 2003, is a woman-owned SBA certified 8a firm that has successfully achieved both SEO CMMI ML2 and ISO-9001-2008 certifications. Astegic provides enterprise level technology solutions and integrations, meeting enterprise business challenges with cutting-edge technology, for both government and commercial sectors. Our knowledgeable staff of over 150 software engineers, management consultants, IT specialists, and analysts is armed with the technology and expertise to improve and extend your existing enterprise solutions.

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