Customer Success Support Representative

Customer Success Support Representative

Communication

Key Responsibilities

• Responding to non-technical and technical issues from our customers via email during our support hours
• Proactively communicating with customers on the status of their requests and keeping them informed as we resolve their issues.
• Provide customer training/education on functionality or business process questions, where necessary through tickets.
• Coordinate with various stakeholders, including clients, suppliers, and internal teams, to understand their requirements and troubleshoot any issues related to the VMS platform.
  

Technical Ability, Proficiency & Collaboration

• Understanding the customers’ queries and responding with solutions by validating in the current environment while testing in the lower environment and submitting the case forward to dev/product teams for service requests/ bug fix.
• Read and understand internal technical documentation, manuals, and training materials to ensure accurate information is used while solving the tickets and sent during communication.
• Ability to learn various customer platform configurations and business processes to provide customer support.
• Coordinate with various stakeholders, including clients, suppliers, and internal teams, to understand their requirements and troubleshoot any issues related to the VMS platform.
• Work in partnership with the Customer Success Manager resolving customer non-technical and technical issues or platform functionality questions/issues and change or enhancement requests.
• Participate/Collaborate in global team calls and document learnings.
  

Accountability

• Working alongside the dev team for Level 2-4 cases - including bugs, feature requests, change and enhancement requests and cases involving more technical support; monitoring the cases regularly for quick closures.
  

Required And Complimentary Skills

• Bachelor’s degree in computer science, Information Technology, or related field.
• 4+ years’ experience working with Vendor Management Systems or other related platforms-Beeline/Fieldglass/VNDLY/SimplifyVMS/IQN or Staffing/VMS/MSP knowledge and/or hands on experience is needed.
• Experience working with any ticketing system is needed.
• Technically savvy with new and innovative technology with superior time management & organizational skills.
• Excellent communication (verbal and written) skills with ability to build solid internal/external relationships.
• Ability to multitask, prioritize workloads, and meet deadlines in a fast-paced environment.
• Proactive and self-motivated with the Ability to work independently as well as part of a team.