Full-Time

Customer Support Advocate

Posted on 4/18/2024

11-50 employees

Visitor management system with compliance features

Junior

Charlotte, NC, USA

Required Skills

Customer Service

Requirements

Certificate or degree in technology or computer science
1+ years in a support, customer service or technical analyst role
Ability to think critically and analytically
Ability to multi-task in a SUPER fast paced environment
Willingness and passion to quickly learn skills and knowledge that you don't currently possess
Strong leadership skills
Desire to be the best at what you do and a part of something bigger than yourself
Passion for training clients on how to use technology

Responsibilities

Be the first line of response and the last line of resolution
See the world through the lens of a customer
Work with business development and the product team to find bugs and squash them
Respond to customers in a meaningful and quick manner
Manage outages and advocate the impact internally
Kill the notion that there's a PEBMAC (Problem Exists Between Machine And Client) error
Teach and mentor clients on how to use our products better
Eat pressure like it's spinach
Quick learner and a strong attention to detail for support case documentation
Contribute to the SIE knowledge base
Know when to own issues and when to escalate them
Become a learning machine with the notion of understanding SIE and everything that surrounds it
Establish an industry leading-low churn rate

We are looking for a Customer Support Advocate to join our team at Sign In Enterprise (SIE) . As a Customer Support Advocate your top priority is to communicate and solve our client’s technical problems. This communication can be through email, help desk tickets, phone, social media, forums and even smoke signals, if required. The individuals at SIE who thrive in this role view solutions from a holistic point of view. They’re advocates for their clients and they have an ingrained sense of curiosity. They put the team ahead of themselves and are driven to have a huge impact on the results of the company.

This is a hybrid role ( 3x/week in the office) based in Charlotte, NC or St Petersburg, FL.

About Us:

Sign In Solutions is the innovative workplace enablement partner that goes beyond traditional visitor management, combining the comprehensive software and real-time analytics modern organizations need to mitigate risk, elevate experiences, and empower people. Launched in 2021 with funding from PSG V, Sign In Solutions acquired Sign In App, Sign In Enterprise (formerly Traction Guest), Sign In Compliance (formerly ThreatSwitch), and Pronestor.

Culture:

Culture is important at Sign In Solutions. Our values don’t just sit on a glossy page. We live them every day. Our values are the cornerstone of who we are:

Customer 1st

Respect & Dignity

Accountability & Empowerment

Honestly & Positivity

We’re Here To Win

Do Good & Give Back

Skills:

Certificate or degree in technology or computer science
1+ years in a support, customer service or technical analyst role
Ability to think critically and analytically
Ability to multi-task in a SUPER fast paced environment
Willingness and passion to quickly learn skills and knowledge that you don’t currently possess
Strong leadership skills
Desire to be the best at what you do and a part of something bigger than yourself
Passion for training clients on how to use technology

What You Will Be Doing:

Be the first line of response and the last line of resolution
See the world through the lens of a customer
Work with business development and the product team to find bugs and squash them
Respond to customers in a meaningful and quick manner
Manage outages and advocate the impact internally
Kill the notion that there’s a PEBMAC (Problem Exists Between Machine And Client) error
Teach and mentor clients on how to use our products better
Eat pressure like it’s spinach
Quick learner and a strong attention to detail for support case documentation
Contribute to the SIE knowledge baseKnow when to own issues and when to escalate them
Become a learning machine with the notion of understanding SIE and everything that surrounds it
Establish an industry leading-low churn rate

This isn’t just about us getting to know you. We believe you need to dive in to get to know us. We encourage you to research and read up on our company news and articles. Throughout the recruitment process, you will be given the opportunity to ask lots of questions, meet different members of our team, and get hands on to showcase your skills. As you get to know what we’re all about, we hope you’ll become increasingly confident and excited that we could be your next big move.

Once your application is received and reviewed, qualified candidates will move on to our next steps. Our general recruitment process has the following steps:

Phone Interview with our People & Culture team

Meet with the hiring manager and other members of the team

Demo presentation and interview

Culture meeting with members of the Sign in Enterprise team

We are an equal opportunity employer and love diversity at our company! We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

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Website

View Company Profile

At this company, employees have the opportunity of working with a leading provider of visitor management systems that serve prominent global enterprises across various industries. The firm focuses on compliance, risk management, and technology integration, making it essential for businesses like DocuSign and Thermo Fisher. This organization's commitment to customizable and scalable solutions offers team members a dynamic and growth-oriented work environment, fostering both professional development and technical innovation.

Company Stage

Series A

Total Funding

$13M

Headquarters

Burnaby, Canada

Founded

2015

Growth & Insights

Headcount

6 month growth

↓ -17%

1 year growth

↓ -23%

2 year growth

↓ -44%