Technical or Customer Support Manager

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Shift Time: 06:30 PM - 03:30 AM Night Shift

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Job Summary

Artemis is currently seeking a Customer Support Specialist. As a customer support team member, you will be at the forefront of addressing customer inquiries and issues via chat, email, and phone. Your primary responsibility will be to ensure that customers receive a positive experience while using our service. You will lead the way in maintaining customer satisfaction and building strong relationships with our valued clients.

We are looking for a candidate passionate about helping clients solve problems by diving deep into the Artemis platform and utilizing the Artemis team to provide excellent customer care.

Key Responsibilities

• Provide prompt and courteous assistance to customers via email, live chat, and phone.
• Address customer inquiries, troubleshoot issues, document and provide solutions in a timely and efficient manner.
• Develop a deep understanding of our products/services to assist customers with their questions and concerns effectively.
• Stay informed about product updates and communicate relevant information to customers.
• Investigate and resolve customer complaints, escalating issues to the appropriate internal teams when necessary, in collaboration with Customer Success Managers and Technical Account Managers.
• Maintaining and updating Artemis Knowledge. Knowledge is our customer-facing help platform in Salesforce, where we provide product videos, help, and training. Creating and updating internal support documentation and knowledge base articles.
• Document customer interactions and solutions for future reference and continuous improvement.
• Communicate clearly and effectively with customers, ensuring that information is conveyed accurately and comprehensively.
• Collaborate with internal teams to share customer feedback and contribute to the improvement of products and processes.
• Provide guidance and education to customers on the use and features of our products/services.
• Champion our mission, vision, and values.
  

Mandatory Skills

• Experience using the Artemis ABA cloud or relevant clinical experience (e.g., RBT, BCBA, BCaBA) is a plus.
• Passion and ability to truly understand a clients business, facilitate change, and educate customers on how Artemis ABA will be meaningful to their business.
• You are motivated and strongly desire to be successful and help Artemis ABA and its customers win.
• You embrace aggressive goals and work hard to achieve them.
• Youre naturally curious and invest time and energy learning more about the industry and processes.
• You have technical and customer support training and experience.
• You have strong written and verbal communication skills, attention to detail, and excellent people engagement and relationship management skills.
  

Desired skills

• Salesforce certifications a plus.
• Desire to work in a highly collaborative environment with a small team of like-minded individuals.