Premier Customer Support Representative

Job Description

We’re looking for a Premier Customer Support Representative to provide quality and efficient customer service to our mid-market customers. In this role, you’ll engage and develop relationships with a portfolio of customers and familiarize yourself with their preferences and business goals. This role is a balance between independent work and close partnership with Customer Success Managers, Account Executives, Implementation Managers, and Technical Support to grow account usage and scale the customer base.

The person who fills this role should be interested in growing in the field of Customer Success. This position reports into the Senior Manager, Customer Support and can be based remotely from a US location or in our New Orleans, LA, or Austin, TX office. We’re looking for someone to join us immediately.

What you’ll do:

• Support customers in their day-to-day account usage and de-escalate situations as necessary

• Articulate complex technical scenarios to both end users and senior-level business stakeholders

• Identify patterns in customer behavior and proactively communicate with the account team to solve them

• Apply advanced product knowledge to troubleshoot product questions

• Serve as a liaison with the Technical Support team on high-tier technical questions and manage communications with customers

• Positively impact change management by encouraging customer adoption of new processes

• Advocate for features and improvements with high ROI and escalate issues that are likely to cause churn

• Navigate large organizations with complex organization and team structure

• Synthesize notes about product releases and improvements that impact this customer base and distribute to the team internally

Qualifications

What we’re looking for: 

• 3+ years of Customer Success or Customer Support experience

• Proven experience in resolving complex customer/product issues

• Invested in building relationships with customers

• Perceptive, active listener who can read a situation quickly and enjoys problem solving

• Highly collaborative and detail-oriented team player with exceptional follow-through

• Experience supporting C-Suite customers is a plus

• Must be willing to stay in this role for at least one year